JP2021158676A - System, method, apparatus, and computer program product for providing mobile device support service - Google Patents

Abstract

To provide a system, a method, an apparatus, and a computer program product for providing mobile device support service.SOLUTION: A system for providing mobile device support service monitors a state of a mobile device with an application installed on the mobile device, sends the state of the device on the basis of determination of the diagnosis result, and then starts to conduct a support session with a customer service representative. Also, a potential failure is determined and displayed on a support portal.SELECTED DRAWING: Figure 11

Description

Embodiments of the present invention generally relate to computer technology, and more particularly to systems, methods, devices, and computer program products for providing mobile device support services.

As computer technology continues to evolve rapidly, the use of mobile computing devices has become virtually universal among consumers of all socio-economic classes. Today's mobile computing devices, including smartphones, tablet computing devices, and the like, have the power and functionality previously available only on the most powerful personal computers. In particular, many mobile computing platforms, such as Apple iOS®, Android®, Windows® Phone, BlackBerry®, and the like, are now available to users in a variety of ways. Allows you to install the application on your mobile device. In some cases, these applications may be supervised through the App Store, but a review of the quality and completeness of the applications available from the App Store should ensure the safety and interoperability of mobile applications. May not be possible. In addition, users can often download and install applications on their mobile devices from sources other than the supervised application store. Therefore, the quality and relative safety of using some mobile application is questionable.

In addition, as mobile computing devices approach the same processing power and capabilities as personal computers, more and more often they take freshly shipped devices from factories that work as advertised and turn them into lower performance devices. Is occurring in. In this regard, users can load too many applications that are either inconvenient or malicious, turning their previously working device into a device that appears to be non-functional. As another example, a user can install a combination of applications that are incompatible with each other, which can seriously affect the performance of the device. As a result, mobile device owners have a new tendency to report hardware failures in their devices where there are no failures.

Manufacturers, carriers, mobile operators, retailers, wholesalers, and other industry providers often result from returning mobile devices with "No Fat Found" or NFF. Bear the burden of financial and customer satisfaction. In most cases, the customer still has a warranty, extended warranty, even if the problem experienced by the consumer is due to the application (s) installed entirely on the device, without any hardware failure. If protected by insurance, or the like, the equipment needs to be replaced with new or repaired and tuned equipment. In North America and Europe alone, the problem is estimated to cost about $ 1 billion. The exorbitant cost of the NFF returns issue not only increases the cost to consumers for mobile devices and mobile device services as a result of the industrial provider passing the cost of NFF returns to consumers, but also the profit margin to the industrial provider. The result is a decrease.

This specification provides systems, methods, devices and computer program products for providing mobile device support services. In this regard, some embodiments reduce the occurrence of NFF returns by performing diagnostics and providing solutions to non-hardware issues that affect mobile device performance. Some embodiments, in addition, facilitate the diagnosis of hardware problems and provide proposed solutions for hardware problems. The system of some such embodiments includes a mobile device support device configured to provide remote monitoring and / or diagnostics for the mobile device. As such, the mobile device support devices provided by some embodiments are pre-devices to provide mobile device users with advance notice of potential problems identified on their mobile devices and solutions to them. Provides monitoring (proactive device monitoring). As an addition or alternative, the mobile device support device of some embodiments provides a portal that users can access to facilitate the diagnosis of problems encountered on their mobile device.

Some embodiments provide a mobile application, which can be implemented on a mobile device. The mobile application of some embodiments provides a stand-alone application configured to diagnose a problem that potentially affects the performance of the mobile device and provide a solution to it. As an addition or alternative, some embodiments of the mobile application monitor and monitor mobile device performance to facilitate remote analysis and diagnosis of any issues that potentially affect the performance of the mobile device. By transmitting the generated data to the mobile device support device, it is configured to operate in conjunction with the mobile device support device.

Some embodiments may not be easily diagnosed and / or easily resolved without involving customer service personnel and / or may require physical equipment repair to identify and escalate the problem. (Elevation) is further provided. In this regard, such embodiments may facilitate the escalation of support issues to the customer service center so that human professionals who may be more capable of solving the problem can assist the mobile device user. As a result, some embodiments use a combination of remote diagnostic tools, knowledge bases and customer service professionals, all of which work in harmony. The system of such an embodiment automatically identifies performance problems in the equipment and / or determines the cause of consumer dissatisfaction with the behavior and performance of their equipment and, if possible, automatically. It provides an intelligent engine that can be repaired in a targeted manner to eliminate the need for consumers to return recognized impaired equipment. If the device cannot be repaired automatically using self-help tools, the system of some embodiments will escalate the session to a human expert who can potentially solve the problem better. Recommended for users.

Some embodiments also provide backup and restore capabilities for mobile devices. In this regard, some embodiments will hold a record of the application installed on the mobile device, making it easy to restore the mobile device to the last known operating state based on that record, and /. Alternatively, it provides a mobile device support device configured to use a record of an application installed on a user's mobile device to configure a new or replacement mobile device acquired by the user. The backup and restore features provided by some such embodiments include, in addition, the installation / reinstallation of the application, as well as any modifications made to the application by the user after the original application was downloaded and / or by the user. Provides restoration of application configuration settings made and / or device configuration settings made by the user.

Some embodiments additionally provide a destruction process that can be triggered to lock a lost or stolen mobile device and / or wipe its memory. As a result, such embodiments facilitate the protection of personal data from theft or misuse by a third party who is not authorized to obtain the lost or stolen device.

An overview of the invention described above is provided solely for the purpose of summarizing some embodiments of the invention to provide a basic understanding of some aspects of the invention. As a result, it will be understood that the examples described above are merely examples and should not be construed as narrowing the scope or spirit of the present disclosure in any way. It is understood that the scope of this disclosure includes a number of potential embodiments, some of which are further detailed below in addition to those summarized herein.

Although embodiments of the present invention have been described in such general terms, they are not necessarily drawn to a constant scale with reference to the accompanying figures.

A diagram illustrating a system for providing a mobile device support service according to some example embodiments. Diagram showing a block diagram of a mobile device support device according to some examples of embodiments. A diagram showing a block diagram of a mobile device according to some examples of embodiments. Diagram showing an example of a diagnostic alert interface that may be provided according to some example embodiments. Diagram showing examples of diagnostic and solution user interfaces that may be provided according to some example embodiments. The figure which shows the example of the user interface for allowing a user to access a device support service according to some examples of embodiments. Diagram showing an example user interface for a mobile device support portal provided according to some example embodiments Diagram showing an example user interface for a mobile device support portal provided according to some example embodiments Diagram showing an example user interface for a mobile device support portal provided according to some example embodiments Diagram showing an example user interface for a mobile device support portal provided according to some example embodiments Flow chart with example methods for providing mobile device support services according to some example embodiments Flow chart by example of method for performing device diagnosis according to some examples of embodiments Flow chart with example methods for providing backup and restore services according to some example embodiments Flow chart with example methods for providing support sessions according to some example embodiments

Some embodiments of the invention are described more fully herein below with reference to the accompanying figures, but the figures show some, but not all, embodiments of the invention. In practice, the various embodiments of the present invention may be implemented in a number of different embodiments and should not be construed as limited to the embodiments described herein, rather these embodiments are described in the present invention. The disclosure is provided to meet applicable legal requirements. Similar reference numbers refer to similar elements throughout the figure.

As used herein, the terms "data", "content", "information" and similar terms refer to data that can be captured, transmitted, received, displayed and / or stored according to various embodiments. Can be used without distinction. Therefore, the use of any such term should not be considered limiting the spirit and scope of this disclosure. Further, where it is described herein that a computing device receives data from another computing device, the data can be received directly from another computing device, or, for example, one or more. It will be appreciated that it can be received indirectly via one or more relay computing devices such as servers, repeaters, routers, network access points, base stations, and / or the like. .. Similarly, when the specification describes that a computing device sends data to another computing device, the data can be sent directly to another computing device, or, for example, one or more. It is understood that it can be transmitted indirectly via one or more relay computing devices such as servers, repeaters, routers, network access points, base stations, and / or the like. Let's go.

[System overview]
FIG. 1 shows a system 100 for providing a mobile device support service according to some examples of embodiments. It is understood that the examples in System 100 and the other figures are provided as examples of embodiments, respectively, and should not be construed as narrowing the scope or spirit of the present disclosure in any way. There will be. In this regard, the scope of this disclosure includes a number of potential embodiments in addition to those exemplified and described herein. Therefore, although FIG. 1 shows an example configuration of a system for providing a mobile device support service, many other configurations can also be used to implement embodiments of the present invention.

System 100 may include a mobile device support device 102, which provides mobile device support services to one or more mobile devices 104 via a network 106 in accordance with one or more embodiments disclosed herein. Can be configured to provide. Mobile device support device 102 is one or more servers, server clusters, one or more network nodes, cloud computing infrastructure, one or more desktop computers, one or more laptop computers, and theirs. It may include any combination, or similar.

As shown in FIG. 1, the system 100 may include one or more mobile devices 104. Although three such mobile devices 104 are shown in FIG. 1, this illustration may be an example, not a limitation, as the system 100 may include an additional mobile device 104 or fewer mobile devices 104. Will be understood. The mobile device 104 includes, but is not limited to, mobile phones, smartphones, mobile communication devices, tablet computing devices, digital cameras / camcorders, mobile music / video players, mobile digital video recorders, any combination thereof, or the like. Can be implemented as any mobile computing device.

In various embodiments, the mobile device 104 may be configured to connect to the network 106 via various wireless and / or wired connections. For example, the mobile device 104 may be configured to access the network 106 via a mobile communication connection, a wireless local area network connection, an Ethernet connection, and / or the like. Thus, the network 106 may include a wired network, a wireless network (eg, a mobile communication network, a wireless local area network, a wireless wide area network, some combination thereof, or the like), or a combination thereof, and some implementations. The morphological example includes at least a part of the Internet.

In some embodiments, the mobile device support device 102 and the mobile device 104 facilitate the provision of the mobile device support service to the mobile device 104 by the mobile device support device 102 according to one or more embodiments. Therefore, it may be configured to communicate with each other through the network 106. The mobile device support device 102 may be maintained, for example, by a wireless carrier, a mobile device manufacturer, a mobile device warranty provider, a mobile device insurance company, and / or other entity capable of providing support services to mobile device users.

The system 100 of some embodiments may include one or more user terminals 108. The user terminal 108 may include any computing device that can be used to communicate with the mobile device support device 102 via the network 106. In this regard, in some embodiments, the user terminal 108 is provided by the mobile device support device 102 in some embodiments to allow the user to access support services for the mobile device 104. Can be used to access websites and / or other support portals that can be delivered remotely via network 106. As a non-limiting example, the user terminal 108 may include a desktop computer, a laptop computer, a mobile device, a workstation, or the like.

In some embodiments, the system 100 may additionally include a customer service center device 110. Customer Service Center equipment is provided by wireless operators, mobile device manufacturers, mobile device warranty providers, mobile device insurers, and / or other entities to facilitate the delivery of live customer services to mobile device users. It may include any computing device or multiple computing devices that may be used. As an example, the customer service center device 110 may be implemented in a call center or other support center to which one or more customer service personnel may be assigned, and the customer service personnel may be between the mobile device user and the customer service personnel. Communicate with mobile device users via calls, voice over internet protocol (VoIP), web chat, text chat, email, video calls, and / or other communication technologies that can be used to facilitate contact with obtain.

In some embodiments, including the customer service center device 110, the mobile device support device 102 may be configured to communicate with the customer service center device 110, such as via a network 106. As another example, in some embodiments, the mobile device support device 102 and the customer service center device 110 share common computing so that the mobile device support device 102 and the customer service center device 110 can communicate directly with each other. It can be co-located on a group of devices or computing devices. In embodiments that include the customer service center device 110, the mobile device support device 102 escalate the device support session to a human customer service representative and record the device diagnostic information previously collected for the mobile device 104. Provided to the Customer Service Center device 110 for access by the customer service representative during the live device support session, providing a record of corrective actions already taken by the user of the mobile device 104, and / or similar. To do so, it may be configured to communicate with the customer service center device 110. The customer service center device 110 of some embodiments is a mobile device 104 and / or a user terminal 108 to facilitate communication between a customer service representative and a mobile device user during a live device support session. Can be further configured to communicate with.

FIG. 2 shows a block diagram of the mobile device support device 102 according to some embodiments. However, it should be noted that the components, devices or elements described in FIG. 2 and described below are not required and therefore some may be omitted in some embodiments. In addition, some embodiments may include additional or different components, devices or elements in addition to those shown and described in FIG.

With reference to FIG. 2, the mobile device support device 102 may include, or may include, a processing circuit 210 configured to perform an operation according to one or more embodiments disclosed herein. Otherwise, it can communicate with the processing circuit 210. In this regard, the processing circuit 210 may be configured to perform one or more functions of the mobile device support device 102 and / or control its performance according to various embodiments, and thus various embodiments. By way of example, it may provide a means of performing the function of the mobile device support device 102. The processing circuit 210 may be configured to perform data processing, application execution and / or other processing and management services according to one or more embodiments. In some embodiments, the mobile device support device 102 or parts thereof (s) or components (s), such as the processing circuit 210, can be implemented as chips or chipsets, or include chips or chipsets. obtain. That is, the mobile device support device 102 or processing circuit 210 contains one or more physical packages (eg, chips) that include materials, components and / or wires on a structural assembly (eg, baseboard). Can include. Structural assemblies may provide physical strength, size retention, and / or limitation of electrical interactions to the component circuits contained therein. The mobile device support device 102 or processing circuit 210 can therefore be configured to implement embodiments of the invention on a single chip or as a single "system on a chip" in some cases. .. Thus, in some cases, a chip or chipset may constitute a means for performing one or more operations to provide the functions described herein.

In some embodiments, the processing circuit 210 may include processor 212, and in some embodiments, as shown in FIG. 2, memory 214 may be further included. The processing circuit 210 may communicate with or control the communication interface 218 and / or the support service controller 220. Therefore, the processing circuit 210 is implemented as a circuit chip (eg, an integrated circuit chip) configured to perform the operations described herein (eg, hardware, software, or a combination of hardware and software). Can be done.

Processor 212 can be implemented in a number of different ways. For example, the processor 212 may be a microprocessor or other processing element, coprocessor, controller or various, including integrated circuits such as, for example, ASICs (application specific integrated circuits), FPGAs (field programmable gate arrays), or the like. It can be implemented as various processing means, such as one or more of other computing devices or processing devices. Although shown as a single processor, it will be appreciated that processor 212 may include multiple processors. The plurality of processors may functionally communicate with each other and may be collectively configured to perform one or more functions of the mobile device support device 102, as described herein. The plurality of processors may be implemented on a single computing device or may be distributed across multiple computing devices configured to function as a mobile device support device 102. In some embodiments, processor 212 may be configured to execute instructions that are stored in memory 214 or otherwise accessible to processor 212. Therefore, regardless of whether it is configured by hardware or a combination of hardware and software, the processor 212 performs operations according to embodiments of the present invention while being configured accordingly. Can represent a possible entity (eg, physically implemented in the circuit-in the form of a processing circuit 210). Thus, for example, if the processor 212 is implemented as an ASIC, FPGA or similar, the processor 212 may be hardware specifically configured to perform the operations described herein. Alternatively, as another example, if the processor 212 is implemented as an executor of software instructions, the instructions may explicitly configure the processor 212 to perform one or more of the operations described herein. ..

In some embodiments, memory 214 may include one or more persistent memory devices, such as volatile and / or non-volatile memory, which may be either fixed or removable. In this regard, memory 214 may include a persistent computer readable storage medium. Although memory 214 is shown as a single memory, it will be appreciated that memory 214 may include multiple memories. The plurality of memories may be implemented on a single computing device or may be distributed across multiple computing devices configured together to function as a mobile device support device 102. The memory 214 stores information, data, applications, instructions and / or the like to allow the mobile device support device 102 to perform various functions according to one or more embodiments. Can be configured as For example, memory 214 may be configured to buffer input data for processing by processor 212. As an addition or alternative, memory 214 may be configured to store instructions for execution by processor 212. As yet another alternative, memory 214 may include one or more databases that may store various files, contents or datasets. Within the contents of memory 214, applications may be stored for execution by processor 212 to perform functions associated with each application. In some cases, the memory 214 is a bus (s) with one or more of the processor 212, the communication interface 218, or the support device controller 220 to convey information between the components of the mobile device support device 102. ) Can be communicated.

Communication interface 218 may include one or more interface mechanisms to allow communication with other devices and / or networks. In some cases, the communication interface 218 is configured to receive and / or transmit data from the network and / or any other device or module that communicates with the processing circuit 210. It can be any means, such as a device or circuit implemented in either hardware, or a combination of hardware and software. As an example, in the communication interface 218, the mobile device support device 102 goes through the mobile device (s) 104, the user terminal (s) 108, the customer service center device 110, and / or other computing device and the network 106. Can be configured to allow communication. Accordingly, the communication interface 218 is an antenna (or plurality of antennas) for enabling communication with, for example, a wireless communication network (eg, a wireless local area network, a mobile communication network, and / or the like). And support hardware and / or software, and / or communication modems or other hardware to support communication over cables, digital subscriber lines (DSL), universal serial buses (USB), Ethernet or other methods. / May include software.

In some embodiments, the processor 212 (or processing circuit 210) may be implemented as a support service controller 220, may include a support service controller 220, or may be controlled in other ways. As such, the support service controller 220 is a circuit, hardware, computer program product containing computer-readable program instructions stored on a computer-readable medium (eg, memory 214) and executed by a processor (eg, processor 212), or a computer program product. It can be implemented as various means, such as some combination thereof. The support service controller 220, as described herein, to access, receive, and / or transmit data as needed to perform one or more of the functions of the support service controller 220. , It may be possible to communicate with one or more of the memory 214 or the communication interface 218.

FIG. 3 shows a block diagram of the mobile device 104 according to some examples of embodiments. However, it should be noted that the components, devices or elements described in FIG. 3 and described below are not required and therefore some may be omitted in some embodiments. In addition, some embodiments may include additional or different components, devices or elements in addition to those shown and described in FIG.

With reference to FIG. 3, the mobile device 104 may or may not include a processing circuit 310 configured to perform an operation according to one or more embodiments disclosed herein. For example, it can communicate with the processing circuit 310. In this regard, the processing circuit 310 may be configured to perform one or more functions of the mobile device 104 and / or control its performance according to various embodiments, and thus according to the various embodiments. It may provide a means of performing the functions of the mobile device 104. The processing circuit 310 may be configured to perform data processing, application execution and / or other processing and management services according to one or more embodiments. In some embodiments, the mobile device 104 or a portion (s) or components thereof (s), such as the processing circuit 310, can be implemented as a chip or chipset, or may include a chip or chipset. That is, the mobile device 104 or processing circuit 310 may include one or more physical packages (eg, chips) that include materials, components and / or wires on a structural assembly (eg, baseboard). .. Structural assemblies may provide physical strength, size retention, and / or limitation of electrical interactions to the component circuits contained therein. The mobile device 104 or processing circuit 310 can therefore be configured to implement embodiments of the invention on a single chip or as a single "system on a chip" in some cases. Thus, in some cases, a chip or chipset may constitute a means for performing one or more operations to provide the functions described herein.

In some embodiments, the processing circuit 310 may include a processor 312, and in some embodiments, as shown in FIG. 3, may further include a memory 314. The processing circuit 310 may communicate with or otherwise control the user interface 316, the communication interface 318, and / or the mobile application controller 320. Therefore, the processing circuit 310 is implemented as a circuit chip (eg, an integrated circuit chip) configured to perform the operations described herein (eg, hardware, software, or a combination of hardware and software). Can be done.

Processor 312 can be implemented in a number of different ways. For example, the processor 312 may be a microprocessor or other processing element, coprocessor, controller or various, including integrated circuits such as, for example, ASICs (application specific integrated circuits), FPGAs (field programmable gate arrays), or the like. It can be implemented as various processing means, such as one or more of other computing devices or processing devices. Although shown as a single processor, it will be appreciated that processor 312 may include multiple processors. The plurality of processors may functionally communicate with each other and may be collectively configured to perform one or more functions of the mobile device 104, as described herein. In some embodiments, the processor 312 may be configured to execute instructions stored in memory 314 or otherwise accessible to the processor 312. Therefore, regardless of whether it is configured by hardware or a combination of hardware and software, the processor 312 performs operations according to embodiments of the present invention while being configured accordingly. Can represent a possible entity (eg, physically implemented in the circuit-in the form of processing circuit 310). Thus, for example, if the processor 312 is implemented as an ASIC, FPGA or similar, the processor 312 may be hardware specifically configured to perform the operations described herein. Alternatively, as another example, if the processor 312 is implemented as an executor of software instructions, the instructions may explicitly configure the processor 312 to perform one or more of the operations described herein. ..

In some embodiments, the memory 314 may include one or more persistent memory devices, such as volatile and / or non-volatile memory, which may be either fixed or removable. In this regard, memory 314 may include a persistent computer readable storage medium. Although memory 314 is shown as a single memory, it will be appreciated that memory 314 can include multiple memories. The memory 314 may store information, data, applications, instructions and / or the like to allow the mobile device 104 to perform various functions according to one or more embodiments. Can be configured. For example, memory 314 may be configured to buffer input data for processing by processor 312. As an addition or alternative, memory 314 may be configured to store instructions for execution by processor 312. As yet another alternative, memory 314 may include one or more databases that may store various files, contents or datasets. Within the contents of memory 314, applications may be stored for execution by processor 312 to perform functions associated with each application. In some cases, the memory 314 is a bus with one or more of a processor 312, a user interface 316, a communication interface 318, or a mobile application controller 320 to convey information between the components of the mobile device 104. Can communicate via (s).

The user interface 316 may communicate with the processing circuit 310 to receive user input instructions on the user interface 316 and / or to provide the user with audible, visual, mechanical or other output. As such, the user interface 316 may include, for example, a keyboard, mouse, joystick, display, touch screen display, microphone, speaker, and / or other input / output mechanism. As such, the user interface 316 may provide a means for the user to access and interact with the mobile device support service provided by the mobile device support device 102, in some embodiments, according to various embodiments. ..

The communication interface 318 may include one or more interface mechanisms to allow communication with other devices and / or networks. In some cases, the communication interface 318 is configured to send and / or receive data from the network and / or any other device or module that communicates with the processing circuit 310. It can be any means, such as hardware, or a device or circuit implemented in either a combination of hardware and software. As an example, the communication interface 318 may be configured to allow the mobile device 104 to communicate with the mobile device support device 102 and / or other computing device via the network 106. Accordingly, the communication interface 318 is an antenna (or plurality of antennas) for enabling communication with, for example, a wireless communication network (eg, a wireless local area network, a mobile communication network, and / or the like). And support hardware and / or software, and / or communication modems or other hardware to support communication over cables, digital subscriber lines (DSL), universal serial buses (USB), Ethernet or other methods. / May include software.

In some embodiments, the processor 312 (or processing circuit 310) may be implemented as a mobile application controller 320, may include a mobile application controller 320, or may be controlled in other ways. Therefore, the mobile application controller 320 is a computer program product, including circuits, hardware, computer-readable program instructions stored on a computer-readable medium (eg, memory 314) and executed by a processor (eg, processor 312), or them. It can be implemented as various means, such as some combination of. The mobile application controller 320, as described herein, is used to access, receive, and / or transmit data as needed to perform one or more of the functions of the mobile application controller 320. , Memory 314, user interface 316, or communication interface 318 may be able to communicate. According to some embodiments, the mobile application controller 320 provides mobile device support services, performs diagnostics on the mobile device 104, and / or the mobile device support device 102 and / or according to various embodiments. / Or may provide a means for implementing and controlling the functionality of a mobile application that may be configured to interact with the customer service center device 110.

So far, some embodiments of the system 100 have been roughly described, but mobile device support services that can be provided by the system 100 will be described here according to some embodiments.

[Diagnosis and repair service]
Some embodiments provide mobile device diagnostic and repair services that easily reduce the occurrence of NFF returns. According to various embodiments, these services are provided, for example, by a mobile device support device 102 under the control of a support service controller 220, by a mobile application operating under the control of a mobile application controller 320, and / or theirs. It can be provided in any combination.

In some embodiments, the user may register or opt in to receive mobile device support services as may be provided in accordance with some embodiments. The registration in some embodiments is via a web portal, such as provided by the mobile device support device 102 and may be accessible via the mobile device 104 and / or via the user terminal 108. It may include registrations made, registrations via mobile applications that may be implemented on the mobile device 104, and / or aggressive user behavior of the same. As another example, in some embodiments, the registration may be a user registration to a device protection plan for the mobile device 104, a purchase of a device warranty for the mobile device 104, a purchase of the mobile device 104, and / or the like. In response, it can occur automatically.

In some embodiments, the registration information may be provided by the user and / or otherwise determined during the registration process, such as by the support service controller 220 and / or the mobile application controller 320. This registration information may include information that allows the provision of equipment support services, such as diagnostic and repair services, and / or otherwise constitutes the provision of equipment support services, according to various embodiments. .. The registration information may include information about the mobile device 104, such as, for example, the manufacturer of the mobile device 104, the model of the mobile device 104, the operating system running on the mobile device 104, and / or the like. As an addition or alternative, the registration information may include user consent to perform one or more services, such as monitoring the status of the mobile device 104, collecting status data captured through the monitoring, and / or the like. .. The registration information may, in addition or as an alternative, include configuration settings to control the provision of device support services. The support service controller 220 and / or the mobile application controller 320 may be configured to determine registration information and, in accordance with the registration information, be configured to provide one or more device support services disclosed herein. obtain. Following registration, the user may be allowed to update registration information later, such as configuration settings and / or permissions, which may control the provision of device support services.

In some embodiments, the mobile application controller 320 may be configured to monitor the state of the mobile device 104 in order to collect device state data related to the state of the mobile device 104. Monitoring can be performed, for example, on a regular, continuous, non-regular basis, on a schedule, on demand, and / or similar. In this regard, the mobile application controller 320 may be configured to automatically monitor the status of the mobile device 104 in advance and / or in response to a user request to monitor the status of the mobile device 104 as needed. It can be configured to monitor. In some embodiments, monitoring by the mobile application controller 320 may be performed under the control of the mobile device support device 102 and / or with the assistance of the mobile device support device 102. Monitoring can be performed, for example, with the assistance of one or more sensors that can be implemented on the mobile device 104 and / or otherwise queried by the mobile device 104. As a non-limiting example, these sensors include touch screen sensors, key activation sensors (eg for keypads / keyboards), global positioning system (GPS) sensors, accelerometers, battery level sensors, battery capacitance sensors. , Battery temperature sensor, network signal strength sensor, and / or similar.

In some embodiments, the monitoring of the status of the mobile device 104 may be performed according to configuration settings that may be user-configured and / or automatically defined, such as during registration of a device support service. For example, the configuration settings can define the type (s) of device state data captured during the monitoring process. In this regard, in some embodiments, the monitoring may be tuned to capture only specified equipment state data. As another example, configuration settings can guide the timing of condition monitoring, the frequency of condition monitoring, and / or the like. In some embodiments, monitoring may be configured according to user-defined configuration settings to occur during the low utilization period of the mobile device 104, such as through heuristic analysis and / or overnight. In this regard, at the same time as the user use of the mobile device and / or during the period when the mobile device 104 is used by avoiding the execution of device monitoring during the period when the device resource can be used by other applications. Potential burdens on the use of equipment resources or competition with the use of equipment resources can be reduced or even excluded. In some embodiments, monitoring is performed while the mobile device 104 is connected to an external power resource, such as when the battery of the mobile device 104 may be charging, and / or in some embodiments. It may be configured to be executed when at least a threshold amount of power remains in a battery capable of supplying power to the example mobile device 104.

In various embodiments, various device state data may be captured through monitoring the state of the mobile device 104. As an example, an application profile can be determined, which is the application installed on the mobile device 104, the configuration settings for the installed application, the processor and / or memory usage of the installed application, the crash log, the execution and / or utilization. It may contain data, and / or something similar. In this regard, the application profile may provide a snapshot of the application installed on the mobile device 104 and / or its state at a given point in time. In some embodiments, a set of application profiles may be determined over a long period of time, and those application profiles may be retained, such as in memory 214 and / or in memory 314. A set of application profiles facilitates device diagnostics, such as identifying newly installed applications, modified application settings, and / or similar things that may affect device performance. Can be used for. As another example, the application profile follows some embodiments and restores the mobile device to its last known operating state or other previous state, as further described herein below. Can be used for facilitation.

In some embodiments, the device state that can be captured through device state monitoring may include data about the hardware implemented on the mobile device 104. For example, as a non-limiting example, information about hardware usage, such as memory usage, processor usage, and / or the like, may be captured. Hardware usage data may include snapshots of hardware usage (s) indicating usage at one or more time points and / or usage trends indicating usage over a period of time. As a further example, the captured state information may include information about power consumption, battery usage, battery, battery discharge rate, and / or the like, which may include, for example, momentary power consumption rate, momentary power consumption rate, momentary. Battery discharge rates, power consumption rates over time, battery discharge rates over time, and / or similar can be defined. As another example, information about hardware health, such as information about the health of batteries, memory devices, device sensors, accelerometers, global positioning service sensors, and / or other hardware that can be implemented on mobile device 104. Can be captured. Information about hardware health may include, for example, hardware test results that may provide information indicating hardware health.

According to some embodiments, the captured device state data may additionally or optionally include information about device settings, system log content, application log content, and / or other data elements. As yet another example, the captured device state data may include information about the use of the mobile device 104. For example, information about network usage (eg, network 106 usage), call history information, text message history information, data about the amount of data transmitted over a long period of time, and / or the like, according to some embodiments. , Can be captured through equipment status monitoring. As a further example, the captured device state data is: information about the radio signal associated with the mobile device (eg, transmitted or received); information about the occurrence of an event associated with the mobile device; regarding the battery usage of the mobile device. Information; Information about data usage across mobile devices or per app; Information about corrective actions taken by the user, such as support content accessed by the user and / or corrective actions taken by the user.

In some embodiments, the captured device state data may be held locally on the mobile device 104, at least temporarily, such as in memory 314. As an addition or alternative, in some embodiments, at least a portion of the device state data captured for the mobile device 104 may be transmitted to the mobile device support device 102, where it is retained in memory 214. NS. The device state data transmitted to the mobile device support device 102 is preprocessed in some embodiments in order to remove personal data and / or other confidential data that could specifically identify the user. Can be done. In an embodiment in which the device status data is held by the mobile device support device 102, the device status data is with the respective mobile device 104, device user, and / or device and / or device user of the device status data in which it was captured. It can be kept in a record, such as in a database, in connection with other identifiers that can be used to facilitate the correlation of.

In an embodiment in which the captured device state data is transmitted to the mobile device support device 102, the device state data can be transmitted according to configuration settings that can define the period during which the data is transmitted to the mobile device support device 102. For example, device state data may be provided to the mobile device support device 102 during a low usage period of the mobile device 104, such as overnight. As another example, device state data can be obtained while the mobile device 104 is connected to an external power resource, such as when the battery of the mobile device 104 may be charging, and / or in some embodiments. Can be provided to the mobile device support device 102 when at least a threshold amount of power remains in the battery capable of supplying power to the mobile device 104. As a further example, device state data may be provided to the mobile device support device 102 during a low utilization period of the network 106 to manage the data load on the network 106. As yet another example, in an embodiment in which the operator of the network 106 may charge for data transfer, device state data may be provided to the mobile device support device 102 during a low data rate period.

In some embodiments, such as those that register the user to receive device support services, to ensure that the user is aware of the capture settings and agrees to the capture settings on a regular basis. The message indicates the type of device status data captured through monitoring. The recurring message may include a re-opt-in option so that the user can reaffirm his or her consent, and / or configure the condition monitoring and device state data capture settings to suit his or her preference. It may include options for adjusting settings.

In some embodiments, the captured device state data can be used to perform device diagnostics on the mobile device 104 to identify potential failures that may affect the mobile device 104. Instrument diagnostics are used, for example, to determine predicted failures with a non-zero probability of affecting the device in the future, or current failures that may already be affecting the device. In some embodiments, the diagnostics may be performed entirely on the mobile device 104, such as by an application running under the control of the mobile application controller 320. As an addition or alternative, in some embodiments, device diagnostics are performed through the execution of remote diagnostics on the mobile device 104 and / or the device for the mobile device 104 which may be provided by the mobile device 104 to the mobile device support device 102. It can be executed by the support service controller 220 based on at least a portion of the state data. As yet another example, in some embodiments, device diagnostics may be performed both onboard the mobile device 104 and on the mobile device support device 102.

Various analytical techniques, heuristic techniques, and / or similar techniques may be used to analyze the collected device state data in performing device diagnostics. In some embodiments, device diagnostics are performed on a knowledge base such that they are stored on the mobile device support device 102 and / or the mobile device 104 and / or otherwise they may be accessible. Can be done. In some embodiments, device diagnostics may be performed based on device status data, failure history data, and / or other data that may be collected from multiple mobile devices by the mobile device support device 102. In this regard, some examples of embodiments work imperfectly, malicious applications, frequently crashing applications, frequently encountered application / device incompatibility issues, conflicts between applications, and / or Identify trending problems, such as similar ones. Accordingly, in some embodiments, the support service controller 220 integrates device state data collected from a plurality of mobile devices, analyzes the collected data, and on a particular mobile device 104. It may be configured to identify trends that can be used when performing device diagnostics. In this regard, some embodiments provide intelligent learning capabilities that enable improved diagnostics based on device state data collected from the mobile device within the system 100 and diagnostics performed on the mobile device. obtain. As a result, device diagnostics identify potential failures such as trending problems, incompletely working applications, malicious applications (eg, malware), competing applications and / or similar. It can be performed on the basis of individual device datasets and / or integrated data.

According to another embodiment, one or more failure profiles may be determined based on the collected device state data. Each of the fault profiles may contain information about the device configuration, such as installed applications, device settings, usage characteristics, or the like, which may be one or based on the integrated data described above. It has been determined to cause or increase the likelihood of causing multiple equipment failures. Accordingly, such failure profiles may additionally be installed with statistical information, such as the probability that a particular device configuration or a particular aspect of a device configuration may cause one or more specific failures, or one or more installations. May include identified incompatibilities between applications. These failure profiles can be stored in records, for example in a database. Thus, according to embodiments that employ such fault profiles, potential faults are identified based on at least a portion of the comparison between device state data received from the mobile device and one or more fault profiles. Can be judged for mobile devices. According to a further example embodiment, the potential failure is for a particular mobile device, at least in part based on a comparison between one or more application profiles for the mobile device and one or more failure profiles. Can be judged.

In some embodiments, device diagnostics may be performed based at least in part on one or more characteristics associated with the mobile device 104. For example, diagnostics include device type (eg, device manufacturer, device model, and / or similar), device operating system (eg, operating system type, operating system version, and / or similar),. And / or other device characteristics that may be included in the performance of the device diagnosis may be taken into account. In this regard, in some embodiments, device diagnostics tailored to the particular characteristics of the mobile device 104 may be performed. In embodiments where integrated device state data and / or knowledge base data from multiple devices are used to perform device diagnostics, the device diagnostics are on devices with the same, or at least substantially similar characteristics. It can be done based on the relevant data.

Various potential obstacles can be identified through the performance of device diagnostics according to various embodiments. For example, applications loaded on mobile devices can be identified that contribute to poor device performance and behavioral observations. In this regard, some embodiments may identify applications that consume excessive resources, such as network bandwidth, messaging, processing resources, memory resources, file system resources, and / or the like, over a long period of time. As an addition or alternative, some embodiments may be determined through scanning the system logs for errors / exceptions and / or frequently crashing and / or requiring frequent reboots. , Applications with a history of instability can be identified. As a further example, poorly performing applications can be identified, at least in part, based on the application of a rules engine that identifies applications that behave undesirably. As yet another example, resource access history, resource permissions, and / or resource access requests are analyzed to identify insecure resources and / or applications that may be accessing resources that the application should not access. Can be done. As a further example, competing applications can be identified by any of the operations just described and, as an addition or alternative, based on a comparison of changes between two consecutive application profiles, as described below. ..

According to an embodiment, device diagnostics can be used to determine one or more performance indicators for a mobile device. These figures of merit can then be provided to the mobile device, for example, along with benchmark figures of merit, etc. to allow comparison. For example, one or more benchmark performance indicators may be determined for one or more new mobile devices of a particular model, and these benchmark performance indicators may be provided for mobile devices of the same model. According to another example, the benchmark performance index can be determined for one or more mobile devices that are configured in the same operating system or belong to the same equipment ecosystem. In this way, information about potential failures can be provided in the form of showing how the performance of a particular device is compared to a benchmark performance index.

According to some examples of embodiments, signs of various application characteristics (indicia) can be determined for an application loaded on a mobile device. Symptoms of the application's security characteristics can be determined, for example, whether the application is trying to access root-level commands or is able to write to external memory. As another example, signs of the application's privacy characteristics, such as whether the application can access the user's contacts or upload log information, can also be determined, or can be determined as an alternative. As yet another example, signs of an application's performance characteristics can be determined, such as the application's memory requirements or whether the application runs one or more processes or services at startup. These signs may include, for example, a score, rating, or the like, and may be provided to a mobile device according to an embodiment.

In some embodiments, the identification of malware or other incompletely behaving applications is captured, for example, for two consecutive application profiles captured for a mobile device (eg, before the problem is observed). It can be done based on a comparison of changes between the application profiles, and the application profiles captured after the problem was observed. In some embodiments, the system and / or application logs can be analyzed to identify applications that frequently crash, have memory leaks, and / or cause other problems. In an embodiment where integrated data from multiple mobile devices is utilized to perform device diagnostics, the diagnostics performed based on the dataset for individual devices will cause the application to perform performance problems or other failures on the device. Can be checked and / or compared to other devices running the same application (s) to determine if it is causing the problem. In some embodiments, hardware failures may be identified such that physical repair or replacement of the mobile device or its components may be required.

In some embodiments, if a potential failure is identified from performing device diagnostics on the mobile device 104, the identified failure indication may be provided to the user of the mobile device 104. As an example, alert notifications indicating identified failures, such as graphical notifications and / or audible notifications, are sent through user interface 316, such as under the direction of support service controller 220 and / or mobile application controller 320. Can be provided. Examples of alert notifications that can be provided via mobile device applications are shown in FIGS. 4, 5, and 10, which are described further herein below. As an addition or alternative, an alert indicating the identified failure
It may be provided by the mobile device support device 102 and may be provided to the user via a web portal accessible by the user via the mobile device 104 and / or the user terminal 108. Examples of alerts that can be provided via the web portal are shown in FIGS. 9 and 10, which are described further herein below.

In some embodiments, the support service controller 220 and / or the mobile application controller 320 may be configured to determine a solution, eg, a possible solution, for the identified failure. As will be understood, the determined solution can vary based on the type of failure identified. For example, the solution may include the removal of malicious or incompatible applications that may affect device performance. As another example, the solution may include the installation of an application or application update that can be patched or otherwise resolved the problem. As yet another example, in cases where the failure is not easily resolved through remote repair or user action, the proposed solution directs the user to return the device to the retailer or service center for repair or replacement. May include doing.

According to the embodiment, the solution can be determined based on at least a part of the solution implementation result information. Solution implementation results may include, for example, information as to whether implementing a particular solution on a particular mobile device has resolved one or more failures associated with the mobile device. Solution implementation results received from multiple mobile devices, such as device status data, can be integrated, and this integrated data can be used in device diagnostics and / or solution decisions. Therefore, one or more solutions may be determined based on at least a portion of the device state data collected.

According to another embodiment, one or more fault profiles may be determined based on information about solution implementation results received from one or more mobile devices. Each of the fault profiles may contain information about the device configuration, such as installed applications, device settings, usage characteristics, or the like, which may be one or based on the integrated data described above. It has been determined to cause or increase the likelihood of causing multiple equipment failures. Accordingly, such failure profiles may additionally include probabilistic information, such as the probability that a particular device configuration or a particular aspect of a device configuration may cause one or more particular failures. These failure profiles can be stored in records, for example in a database. Thus, according to embodiments that employ such fault profiles, potential faults are identified based on at least a portion of the comparison between device state data received from the mobile device and one or more fault profiles. Can be judged for mobile devices. According to a further example embodiment, the potential failure is for a particular mobile device, at least in part based on a comparison between one or more application profiles for the mobile device and one or more failure profiles. Can be judged.

In some cases, the solution can be run automatically to fix the failure. For example, in some embodiments, the identified malware may be automatically removed from the mobile device 104. As an addition or alternative, the user may be prompted for a list of one or more identified solutions and is asked to confirm that he or she wants the identified solutions to be performed. obtain. For example, a mobile application running under the control of a mobile application controller 320 may prompt the user for input and provide the user with the option to implement the solution with the identified solution via the user interface 316. As another example, the user may choose to implement the identified solution via a web portal interface that may be provided by the mobile device support device 102 of some embodiments.

FIG. 4 shows an example of a diagnostic alert interface that may be provided according to some example embodiments. In this regard, FIG. 4 shows an example of a user interface that may be provided on a user's mobile device 104, showing device diagnostic results according to some embodiments. However, it will be appreciated that the user interface examples shown in FIG. 4 and the ones shown in FIGS. 5 to 10 are provided as examples, respectively, without limitation. In this regard, the embodiments disclosed herein have a user interface with alternative selection, placement, and / or representation of elements as compared to those shown in the user interface screen capture examples of FIGS. 4-10. Can be provided.

With reference to FIG. 4, the representation of the device diagnosis result may include an alert indication 402 regarding a potential failure identified through the execution of the device diagnosis. In embodiments where the user interface is shown on a touch screen display, the user may choose to display and investigate alerts, such as by touching instructions 402. In this regard, the user may be presented with further details regarding the identified potential failure and / or the proposed solution for that identified failure. The user interface additionally summarizes the items analyzed through the performance of the instrument diagnostics, whether the items passed the diagnostics (eg, checkmarks, textual description of results, and / or other indications) or failed (eg, checkmarks, textual description of results, and / or other indications). For example, it may be provided with an indication as to whether it was an "X", a textual description of the result, and / or other indication). In the example of FIG. 4, the indications 404 and 406 indicate that the health of "device 1" and "device 2" is "good", respectively. It is understood that "device 1" and "device 2" can each include any device that can be implemented on a mobile device, including processors, memory devices, universal serial bus ports, network adapters, and / or the like. Will be done. Instructional example 408 indicates network connection strength (eg, "medium"). Instructional Example 410 indicates the power level remaining in the battery (eg, "70%").

FIG. 5 shows an example diagnostic and solution user interface that may be provided according to some example embodiments. In this regard, FIG. 5 shows an example user interface that may be provided on the user's mobile device 104. The user interface example of FIG. 5 shows an alert instruction 502 regarding a potential failure identified through performing device diagnostics. In embodiments where the user interface is shown on a touch screen display, the user may choose to display and investigate alerts, such as by touching instructions 402. In this regard, the user may be presented with further details regarding the identified potential failure and / or the proposed solution for that identified failure. The example user interface of FIG. 5 may also include support information that allows the user to resolve a problem or failure that may have been identified through performing device diagnostics. In the example of FIG. 5, support information is provided to allow the user to set up a WiFi connection. This support information may include instructional video 504. The video 504 may be provided to the user's mobile device via the network 106 by the mobile device support device 102, for example by streaming. Support information may also include instructions 506, which may provide step-by-step instructions for resolving the problem.

FIG. 6 shows an example of a user interface for allowing a user to access a device support service according to some example embodiments. The user interface of FIG. 6 can be accessed, for example, via a web interface that can be implemented on the mobile device 104 and / or provided by the mobile device support device 102.
May be provided by a mobile application. The example user interface of FIG. 6 may include form 602, which allows the user to enter a question or help topic. In response to entering a user query on Form 602, the support service controller 220 and / or the mobile application controller 320 searches the knowledge base and / or provides an information and / or solution in response to the user query. / Or may be configured to perform device diagnostics.

As described, in some embodiments, the mobile device support device 102 may be configured to provide a mobile device support portal, such as a web portal, which is a web browser, mobile browser application. It can be accessed by the mobile device 104 and / or the user terminal 108, such as through (eg, a wireless application protocol browser) and / or something similar. In some embodiments, the portal may be made visible on the mobile device 104 through a dedicated client application. The portal may provide notification of open issues, such as open alerts for possible failures that may have been diagnosed on the user's mobile device 104. For example, in some embodiments, the user may be notified of an open issue upon incoming call or upon logging in to the portal. The portal of some embodiments may provide a recommended solution for the identified open problem. In some cases, the solution may include instructions that the user can use to manually fix the failure. As an addition or alternative, in some cases the solution may include recommendations that, if selected, can automatically resolve the failure.

In some embodiments, the portal may provide the user with customized content for a session personalized for the user and his or her mobile device (s). The portal of some example embodiments directs the user to launch a diagnostic, undergo a device health check, check the status of previously identified problems, and automatically load the software into the system. It may be possible to request a backup of the mobile device, control the mobile device remotely, and / or perform other support services. For example, the portal tells customer support personnel: rebooting mobile devices, powering off mobile devices, installing applications on mobile devices, uninstalling applications from mobile devices, changing mobile device settings, on mobile devices. Bringing mobile devices to customer service personnel by providing the ability to perform diagnostic routines, back up mobile devices, restore backups to mobile devices, and / or perform one or more of the same. It may provide the ability to control remotely. As a result, the support service controller 220 may be configured to communicate with the mobile device 104 to perform operations on the mobile device 104 according to user commands received via the portal. The operation executed according to the user command received via the portal may be performed by, for example, a client application that may be implemented on the mobile device 104, which may operate under the control of the mobile application controller 320. In this regard, the mobile device 104 may be locked in stages at a portal via a client application that may be implemented on the mobile device. As a result, the end user may be able to control and investigate his or her mobile device 104 via the portal. Further, according to an embodiment, a copy of the current display of a mobile device, such as a copy of a portion of the display screen of the mobile device.

The portal may additionally provide users with the ability to register for various support services or otherwise opt in and / or adjust configuration settings for support services. For example, the user may choose to receive advance notification of various device error / warning / information scenarios that may require user intervention.

7 to 10 show an example of a user interface for a mobile device support portal provided according to some examples of embodiments. As shown in FIG. 7, the portal may provide the user with troubleshooting information, including device support and device setup information, device operation information, and / or the like, which is the user's specific mobile device. Can be adjusted against.

In some embodiments, the portal may provide an interface for users and / or authorized customer service personnel to review applications installed on his or her equipment. The interface may include instructions for the threat level of the installed application (eg, low security risk, medium security risk, high security risk, or similar). The threat level can be determined, for example, based on the known characteristics of the application, the resource permissions granted to the application, whether the developer of the application is trusted, and / or other factors. As an addition or alternative, the portal provides an interface for the user to deny, blacklist, or designate a particular application as his or her. It prevents it from being installed on the device and / or can uninstall the installed application from his or her device. In this regard, FIG. 8 shows an interface having a list of applications, along with status indicators such as "installed", "blocked", "high security risk", "medium security risk", or other status indications. For example, a "blocked" application may include an application that may be blocked from a mobile device by a user or other entity. An "installed" application may include an installed application that poses no security risk. An application labeled "High / Medium / Low Security Risk" can be an installed application that is known or determined to present some level of security risk.

In some embodiments, the portal may include a log of equipment events, such as those collected through equipment status monitoring over a period of time. This log may be accessible to users and / or authorized customer service personnel. As shown in the example of FIG. 9, the event log is an event type (eg, configuration change, installed application, forced device), along with any available event details and the time / date when the logged event occurred. Information about reboots and / or similar) may be provided.

As shown in FIG. 10, in some embodiments, the portal is an interface accessible to users and / or authorized customer service personnel to indicate device alerts that may have been identified through device diagnostics. Can be provided. Alerts can include indications of identified blacklisted applications, rejected applications, and / or other issues that can cause failure on mobile devices. In addition, the user may be able to review the solution for the identified failure and choose to run that solution. In some embodiments, the user is proactively notified of a failure and / or other alert identified on his or her mobile device while additional details about the alert can be accessed through the portal. obtain.

In some embodiments, if the solution to the failure or other problem cannot be identified, the system 100 may provide escalation to the contact center so that the user can interact with the customer service representative. For example, the support service controller 220 and / or the mobile application controller 320 may trigger an escalation to the customer service center device if the solution to the identified failure or other problem may not be determined automatically. Can be configured. According to another embodiment, the escalation can be triggered by the user of the mobile device, such as by selecting an escalation option displayed via the support portal. The escalation triggers are to automatically connect the user to the customer service representative, schedule a support session appointment with the customer service representative, and / or to have the customer service representative contact the user. Alternatively, it may include sending the request to the customer service center device 110.

According to various embodiments, any of the various communication technologies may be used to facilitate communication between the mobile device user and the customer service representative for an escalated support session. Examples include VoIP sessions, public switched telephone network (PSTN) voice sessions, web chat sessions, text chat sessions, email communications, video calling, and / or other communications technologies between mobile device users and customer service personnel. Can be used to facilitate communication between.

Some embodiments are reserved to ensure that the user does not have to wait for the customer service representative and to ensure that the reserved customer service representative is not directed to another task. Adopt a protocol. For example, in some embodiments where a reservation is scheduled for a customer service representative, the user's mobile device 104 initiates a session (chat, voice, etc.) with the customer service center in response to the reservation. Can be configured as The contact can be intelligently routed to the reserved customer service representative. As another example, the user may choose a means of contact for the customer service representative to contact the user according to the appointment. In this regard, the booking may specify a contact time and / or contact method, such as a designated telephone number or contact method (eg, chat, voice, email, etc.).

A call or other call initiated by the mobile device 104, such as under the control of a mobile application that may be implemented on the mobile device, in some embodiments where the session is intelligently routed to a reserved customer service representative. Communication can be automatically routed directly to the reserved customer service representative. In this regard, known about user identification, open issues, device profile information, and / or similar, without requiring the user to participate in a sieving process, such as a two-way voice response (IVR) sieving process. Information can be leveraged, otherwise used to identify users, determine details about open issues, and / or similar before routing users to live customer service personnel. obtain. For example, a computer telephony may be used to notify the customer service center device 110 of details to facilitate the response to the user's problem without the need for a sieving process. In some embodiments, a call initiated from the mobile device 104 to a customer service representative may be directly connected without the user experiencing even a pre-connection "call" period.

In some embodiments, the mobile device support device 102 and / or the customer service center device 110 may be configured to select a customer service representative suitable for solving the problem. In this regard, various information about multiple customer service representatives can be tracked and used to determine which customer service representative is suitable for a support session. For example, an example embodiment may attempt to assign a customer service representative who has experience in solving open problems, or at least problems of similar nature. In this regard, embodiments may store one or more empirical assessments, each relating to a particular customer service representative. These empirical assessments relate to mobile devices, for example, by representing the amount of experience a given customer service representative has in solving various problems or in solving problems arising from a particular device configuration. It may address a variety of problems or specific device configurations as indicated by device status data. Therefore, according to an embodiment, the assignment of a customer service representative to a support session associates one or more predicted failures with each of the predicted failures corresponding to the predicted failures. It may include comparing with one or more empirical indicators. According to other embodiments, any number of other characteristics of customer service personnel can be tracked and used to determine which customer service personnel to assign to a support session. For example, information such as the language spoken by the customer service representative, the number of failure resolutions, the failure resolution success rate, and customer feedback is tracked to at least determine which customer service representative to assign to a given support session. Can be partially used.

In some embodiments, the support service controller 220 and / or the mobile application controller 320 automatically solves the identified fault or other problem when assessing whether to escalate the problem to a customer service representative. It may be configured to evaluate factors other than the judgment that it may not be judged. For example, the cost of escalation for the cost of simply instructing the user to return his or her equipment for replacement, the nature of the problem, the possibility that the customer service representative can solve the problem, and / or other factors. Problems can be considered. According to an embodiment, the assessment of whether to escalate a problem to a customer service representative may be, in addition or as an alternative, based in part on probability information. For example, the assessment may be based at least in part on the probability that the failure will be successfully resolved in response to the implementation of one or more solutions, and such probability information is the received information about the solution implementation results, as described above. In addition, it is judged based on at least a part.

In some example embodiments, the customer service representative has captured device state data, session data about an automated attempt to resolve the fault in question, device diagnostic data, and / or various implementations. Other data that can be captured according to the morphology can be accessed. For example, this data may be provided to the customer service center device 110 by the mobile device support device 102 and / or otherwise accessible to the customer service center device 110. As a result, customer service representatives can use the data to assist in support sessions. In this regard, the data may be used to avoid imposing the burden of having to explain the problem to the user and to avoid repeating previously attempted and unsuccessful solutions.

In some embodiments, the captured device status information may be used to assess the health of the mobile device 104 (including device history) for the purpose of determining the current value of the mobile device. For example, one or more potential failures associated with a mobile device can be determined based, at least in part, on the mobile device state data received from the mobile device. According to embodiments, the current value can then be determined on the basis of at least some of these potential obstacles. According to a further embodiment, the current value can be further determined on the basis of at least a portion of the probabilistic information. For example, decisions can be obtained in response to the implementation of one or more solutions, at least in part based on the probability that at least one potential obstacle will be successfully resolved, and such probability information will be the solution implementation, as described above. Judgment is based on at least some of the information received regarding the results. Thus, the current value of the device is not reduced, for example, by obstacles that are relatively likely to be modified through the application of a given solution. On the other hand, obstacles that are unlikely to be resolved can adversely affect the value of the equipment. This evaluation may be performed, for example, by one or more of the support service controller 220 or the mobile application controller 320 and / or with their assistance.

According to an embodiment, the current value can then be used, for example, to determine a mobile device repurchase offer (eg, asset recovery), or to determine a mobile device trade-in or upgrade offer. For example, the current value can be used in deciding whether to generate a proposal to buy a mobile device. According to a further embodiment, both the current value and the above-mentioned probability information, eg, the probability of resolving at least one potential obstacle, to determine whether to generate a proposal to buy a mobile device. Can be used. For example, a repurchase score can be determined based on the current value and at least in part based on the probability information described above, and this repurchase score can then be compared to a threshold, which allows the proposal to buy the mobile device to satisfy the threshold. Will only be generated if. According to other embodiments, the current value may include the current insurance value. According to a further embodiment, whether a mobile device is eligible for inclusion in a particular insurance policy can be determined based, at least in part, on information about potential disability and / or current value. Given the known health of the device, eg, given information about one or more potential failures, the entity, such as the device manufacturer, wireless service provider, insurance company, warranty provider, or other entity, In this way, it is possible to make "on the spot" suggestions to the user. As a result, the proposal can be based on a priori knowledge of equipment health, without the need to make a conditional proposal, where payment depends on the device satisfying the post-return inspection. According to other embodiments, the risk of such conditional proposals can be reduced, for example, by considering the probabilistic information described above. Thus, embodiments such as those described above may allow the mobile service provider to make a more knowledgeable decision as to whether or not to repurchase the device and, if so, how much to repurchase.

In addition, proposals that can be generally associated with a limited actuarial time window in which the device can be considered to have a defined level of health status are available outside the window based on knowledge of mobile device health. It can be extended beyond the defined actuarial time window, as it can be. So, for example, if the equipment is known to be normal 180 days after purchase, the customer will usually have the limitation that the insurance proposal must be accepted within 90 days of the equipment purchase. , It may be possible to purchase equipment insurance.

In some embodiments, the support service controller 220 and / or the mobile application controller 320 may be configured to use captured device state information to assess radio voice and / or data usage. Support service controller 220 and / or mobile application controller 320 should make decisions and recommendations regarding wireless data plans available from a variety of compatible carriers based on an assessment of wireless voice and / or data usage. It can be further configured. For example, if the system determines that the user habitually indicates high data usage and ultra-low voice usage (eg, if a VoIP dialer is preferred over carrier minutes), then the system will have a low voice (for example). It may be suggested to move to another carrier that offers preferential rates for voice minutes) and high data rates / allowed volumes. In some such embodiments, a portal that may be provided by a mobile device support device may aggregate transactions for various voice and data plans from one or more carriers, and history voice and / or data. Recommended plans (s) may be offered based on usage assessments.

With reference to FIG. 11, FIG. 11 shows a flow chart according to a method example for providing a mobile device support service according to some embodiments. In this regard, FIG. 11 shows operations that can be performed by the mobile device support device 102 and / or the mobile device 104 and / or by the mobile device support device 102 and / or the mobile device 104. The operations shown in FIG. 11 and described thereof are, for example, the processing circuit 210, the processor 212, the memory 214, the communication interface 218, the support service controller 220, the processing circuit 310, the processor 312, the memory 314, the user interface 316, and the communication interface 318. , Or by one or more of the mobile application controllers 320, with its assistance and / or under its control. Action 1100 may include receiving a registration for a mobile device support service. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and / or mobile application controller 320 may, for example, operate 1100. May provide a means to carry out. Action 1110 may include determining registration information. Registration information can be provided as part of the registration and / or can be determined from the registration or otherwise inferred. In this regard, registration information may include configuration settings for the mobile device support service, information about the type of mobile device for which the support service is provided, and / or the like. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and / or mobile application controller 320 may, for example, operate 1110. May provide a means to carry out. Action 1120 may include providing a mobile device support service according to the determined registration information. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and / or mobile application controller 320 may, for example, operate 1120. May provide a means to carry out.

FIG. 12 shows a flow chart by example of a method for performing device diagnosis according to some examples of embodiments. In this regard, FIG. 12 shows operations that can be performed by the mobile device support device 102 and / or the mobile device 104 and / or by the mobile device support device 102 and / or the mobile device 104. The operations shown in FIG. 12 and described thereof are, for example, the processing circuit 210, the processor 212, the memory 214, the communication interface 218, the support service controller 220, the processing circuit 310, the processor 312, the memory 314, the user interface 316, and the communication interface 318. , Or by one or more of the mobile application controllers 320, with its assistance and / or under its control. Operation 1200 may include monitoring the state of the mobile device. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1200. Means can be provided. Operation 1210 may include performing device diagnostics based on at least a portion of the captured device state data to identify potential failures that may affect the functionality of the mobile device. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1210. Means can be provided.

In the case where the failure is identified in motion 1210, the method of FIG. 12 may optionally further include motions 1220, 1225, 1230, and / or 1235. Action 1220 may include providing an indication of the identified failure. The instructions may be provided, for example, through the user interface of the user's mobile device and / or via the mobile device support portal. Processing circuit 210, processor 212, memory 21
4. The communication interface 218, the support service controller 220, the processing circuit 310, the processor 312, the memory 314, the user interface 316, the communication interface 318, and / or the mobile application controller 320 provide, for example, means for performing operation 1220. Can be done. Operation 1225 may include receiving information about the solution implementation result. As mentioned above, the solution implementation results may include, for example, information as to whether one or more solutions were successful in resolving a given failure. Action 1230 may include determining a solution to the identified failure. In some cases, the determined solution can be implemented automatically. Alternatively, the determined solution may be provided for user review and approval before it is implemented. Action 1235 may include determining the probability that the implementation of the solution will resolve one or more of the identified obstacles. According to some embodiments, the determination of the solution (operation 1230) may involve the use of probabilistic information, such as by determining the solution with the highest probability of resolving a given obstacle. According to another embodiment, the probability information may be provided to the user, such as by providing the determined solution to the user for review and approval. This probability information can be updated, for example, when additional solution implementation results are received. As a further alternative, if the determined solution requires user action, such as returning a mobile device for return or exchange, the user may be provided with instructions to achieve the solution. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and / or mobile application controller 320 may, for example, operate 1225. Means for performing 1,230, and 1235 may be provided.

FIG. 14 shows a flow chart according to an example of a method for providing a support session between a customer service person and a mobile device according to some examples of embodiments. In this regard, FIG. 14 shows operations that can be performed on and / or by the customer service center device 110, the mobile device support device 102 and / or the mobile device 104.

The operations shown in FIG. 14 and described thereof are, for example, the processing circuit 210, the processor 212, the memory 214, the communication interface 218, the support service controller 220, the processing circuit 310, the processor 312, the memory 314, the user interface 316, and the communication interface 318. , Or by one or more of the mobile application controllers 320, with its assistance and / or under its control.

Operation 1400 may include receiving device state data from the mobile device. The state data may include, for example, any type of state data described above. According to an embodiment, the state data may, as an addition or alternative, include information about the actions taken by the user of the mobile device prior to the support session, as described below. For example, information about actions taken by a user may include information about support information accessed by the user. Support information may include, for example, setup information or information about one or more potential failures, such as those that may be provided via the interface shown in any of FIGS. 5-10. According to another embodiment, the information about the action taken by the user may include information about the corrective action taken by the user. Such information regarding corrective actions taken by the user may include, for example, information about the self-help tools used by the user; accessed support such as instructions, guides, troubleshooting steps, walkthroughs, videos, and / or the like. According to the information, it may include information about the actions taken by the user; and / or any other corrective action taken by the user, such as any action taken in an attempt to resolve the failure. These steps or actions may include, for example, rebooting a mobile device, installing or uninstalling an application, replacing a battery, changing settings, and / or the like. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1400. Means can be provided.

Action 1410 may include determining one or more predicted failures associated with the mobile device based on at least a portion of the received state data. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1430. Means can be provided.

The operation 1420 may include determining the degree of sophistication of a user of a mobile device, such as technical knowledge, skill, interest, patience, or aptitude, based on at least a portion of the mobile device state data. For example, the degree of user sophistication (also referred to herein as "user sophistication") refers to application profiles, crash history, support content accessed by mobile device users, and support content accessed by mobile device users. Ratings, indicators of how often mobile device users have accessed or participated in support sessions, and / or any other that may be directly or indirectly related to the degree of sophistication of mobile device users. Judgment can be made based on at least part of the mobile device status data, such as device status data.

Action 1430 may include having the mobile device provide support information. As mentioned above, the support information may include, for example, information about one or more potential failures determined in operation 1410, such as a predicted or existing failure. Support information may, as an addition or alternative, include information about one or more solutions for one or more potential failures, and the judgment of such a solution as previously described. For example, support information may include instructions, guides, troubleshooting steps, walkthroughs, videos, and / or the like, as described above. According to an embodiment, the support information may include probabilistic information, such as one or more probabilities that the implementation of one or more solutions will fix a potential obstacle, as described above. According to a further embodiment, the support information provided for access by the mobile device user may be determined based on at least a portion of the user's determined degree of sophistication. For example, more complex or esoteric support information can be provided to more sophisticated users, while simpler, or easier to understand or followable support content can be provided to less sophisticated users. ..

Action 1440 may include determining whether to escalate to a support session assisted by a customer service representative. According to an embodiment, this determination may include determining whether an escalation request for the mobile device has been received. Escalation requests can be received, for example, from a mobile device or via a web portal, and such requests are presented, for example, via a mobile device or web portal, escalation options (eg, graphical user interface dropdowns). It is generated in response to the mobile device user's selection of (as can be presented in a menu, etc.). Thus, a user who has not succeeded in resolving one or more problems with his or her device, for example by referring to support information that may be provided in operation 1430, may choose an escalation option, thereby escalating. Can trigger the generation of a request.

According to another example embodiment, the decision to escalate may not be automatically implemented by the solution, or the failure may be too complex or too difficult for the user to resolve on their own. Based on the judgment, it can be performed by the mobile device support device 102 or the like. According to yet another embodiment, the decision to escalate may be based on received device state data or one or more determined potential failures. Thus, for example, if a particularly complex or serious failure is determined, or if particularly troublesome equipment state data is received, the escalation determination can be made automatically. According to a further embodiment, the determination of whether to escalate can be made at least in part based on the degree of sophistication or technical knowledge of the user, as determined by movement 1420. For example, users of less sophisticated mobile devices may be able to escalate more quickly, eg, immediately, automatically, or they may be presented with options to escalate more quickly (eg, mobile device support devices, etc. A "Escalate Now" button that users can click to start escalating may appear on the mobile device's graphical user interface or support portal), while more sophisticated mobile device users escalate. Choices may not be presented or may not be automatically escalated. Thus, according to operations 1430 and 1440, less sophisticated users may be provided with less complex support information and may be more easily escalated to customer service personnel, while more sophisticated users may automatically. Instead of being presented with options to escalate or escalate, for example, more sophisticated or esoteric support content may be offered.

The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1410. Means can be provided.

Operation 1450 may include initiating a support session with a mobile device. A support session can be initiated in response to an escalating decision, for example in response to receiving an escalation request. According to another embodiment, the receipt of an escalation request or otherwise the determination that an escalation should take place may cause the mobile device to be inserted into the support session queue and the support session until it is the mobile device's turn. Does not start on that mobile device. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1420. Means can be provided.

Action 1460 may include assigning a customer service representative to a support session. Assigning a customer service representative to a support session may involve determining the appropriate customer service representative to handle the support session. Appropriate customer service representative decisions can be based, at least in part, on information about multiple customer service representatives. For example, as mentioned above, consider the level of experience in supporting a particular equipment configuration, such as resolving one or more predicted failures of a customer service representative or being able to make decisions based on received state data. Can be put in. Other information such as spoken language, number of failure resolutions, failure resolution success rate, customer feedback, etc. can also be taken into account in determining the appropriate customer service representative, either further or as an alternative. According to other embodiments, the information about the plurality of customer service personnel can be as simple as group assignment, schedule, availability, and / or the like.

The judgment of the appropriate customer service representative may be, in addition or as an alternative, based at least in part on any of the mobile device state data described above, according to another embodiment. As an example, actions taken by the user of the mobile device before the support session is initiated, such as support information accessed by the user and / or corrective actions taken by the user, may be taken into account. According to a further embodiment, one or more user ratings, such as user satisfaction of support information accessed by the user, may also be received as part of the device state data and used at the time of determination. In this way, their relative satisfaction or disappointment in the user's self-help experience before the call can be assessed and taken into account when determining customer service personnel. According to a further example embodiment, the degree of sophistication or technical knowledge of the user correlates the degree of sophistication of the user with information about a plurality of customer service personnel, for example, when determining a customer service representative. Can be used. For example, a customer service representative may be proficient in handling support sessions with less sophisticated users, as indicated by the various metrics and / or statistics collected for a customer service representative. As a result, such customer service personnel may be preferred if the support session involving such user is assigned. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1460. Means can be provided.

Operation 1470 may include providing previously received state data to an assigned customer service representative. Thus, the assigned customer service representative may have access to any data collected from the device, which may eliminate or reduce the need to collect additional information from users of the mobile device. As mentioned earlier, this state data relates to the actions taken by the user of the mobile device prior to the start of the support session, for example, information about support information accessed by the user or information about corrective actions taken by the user. May contain information. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1470. Means can be provided.

Action 1480 may include providing an indicator of user sophistication to a customer service representative, as can be determined by action 1420. In this way, the customer service representative predicts how to communicate most effectively with the user and what actions may need to be performed on the user's device, eg, via remote control. obtain. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1480. Means can be provided.

Operation 1490 may include providing remote control of the mobile device. In this regard, this operation may include allowing the customer service representative to remotely control various operations on the mobile device. For example, a customer service representative can reboot a mobile device, power off the mobile device, install an application on the mobile device, uninstall an application from the mobile device, change the settings of the mobile device, back up the mobile device (eg, for example). Of starting a remote memory or server storage of files, data, applications, settings, configurations, etc., or restoring a backup (eg, previously stored files, data, applications, configurations, etc.) to a mobile device. May be provided with the ability to perform one or more of the above. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1490. Means can be provided.

[Backup and restore service]
Some embodiments also provide backup and restore services for mobile devices. In particular, the support service controller 220 may be configured to hold a backup of records of applications and / or other data installed on the mobile device 104. This record may be determined based on an application profile that can be captured based on monitoring the status of the mobile device 104, eg, according to one or more previously described embodiments.

In some embodiments, the backup can be an ongoing process, which can continuously back up applications and / or other data installed on the mobile device 104. In this regard, some embodiments are provided by information about applications and / or other data installed on the device, updates or changes since previous monitoring cycles, and / or some embodiments. Monitoring is always (eg, as a background process), periodically, irregularly, and / or similarly to capture other information that may be captured to facilitate backup and restore services. Can be done. As an addition or alternative, in some embodiments, monitoring and backup may be performed on demand.

Device status information that can be captured through monitoring according to some embodiments is a background process that can be substantially transparent to the user, blocking activity, updating, changing devices, and moving new data onto the device. Can be used to store and / or provide something similar. Changes can be recorded and used for the purpose of retrieving backup records for mobile devices. Users can opt in to backup services, such as through the registration process. Registration and configuration of the backup process can be performed, for example, through a mobile device service portal that may be provided by the mobile device support device 102. As an addition or alternative, backup can be an on-demand process such that it can be initiated in response to a user request, such as before the user disposes of the old device for a new device or replacement device.

In some embodiments, the user may be able to configure the types of data that can be backed up. For example, a user may have applications, application configuration settings, device configuration settings, contacts, photos, videos, documents, and / or other types of data that may be installed or otherwise stored on a mobile device. You can choose whether to back up.

If the user wants the backup record to be restored on the mobile device, the user may request that the backup record held by the mobile device support device 102 be restored to the designated mobile device 104. The request may be made, for example, through a mobile application that may operate under the control of the mobile application controller 320. As another example, a user uses a mobile device, user terminal 108, or other computing device to access a mobile device support portal that may be provided by the mobile device support device 102 and backs up records through that portal. Can submit a request to restore. In response to the request, the support service controller 220 and / or the mobile application controller 320 may be configured to restore the backup record to the mobile device 104.

In some embodiments, the application or service portal interaction may allow the user to walk through the automated self-reinstallation / restore process. In this regard, in some embodiments, the user may walk through the automated self-reinstallation / restore of the mobile device, for example, an application (for the user's basic / original downloaded application). It may include the restoration of sensitive information (with settings, preferences, changes) made over time, user identifiers and passwords, and / or other data. In some embodiments, the user is a customer service representative, help desk, or the like, through a customer service center device 110, etc., so that the user can be provided with assistance in engaging in the restore process. Can be connected to.

Restoration of backup records can be used for a variety of purposes, according to various embodiments. As an example, backup records can be used to facilitate the restoration of mobile devices to their last known operating state. Thus, for example, if a user's mobile device is inoperable due to a failure, as can be determined in accordance with the embodiments disclosed herein, the user may have a destructive or malicious application, data, or. With the exception of programs, backup records can be used to restore mobile devices to their previous state. As an addition or alternative, backup records can be used to restore a copy of the device state of a lost, stolen, or inoperable mobile device to a new or replacement mobile device. As a result, backup records can be used to replicate the old device state onto the new device if the user is deemed eligible for the upgrade.

In some embodiments, the backup and restore service may do more than reinstall a previously installed application. For example, in some embodiments, in addition to installing / reinstalling the application, customizations, add-ons, and / or other modifications made to the application by the user after downloading the original application and / or by the user. Provides restore of application configuration settings, device configuration settings made by the user, and / or similar.

In addition, in some embodiments, the actions performed by the application may be monitored so that the modifications made accompanying those actions can be backed up. For example, an application may store files and / or other data in a location local to the application space. Some embodiments may monitor an application that stores data and, accordingly, back up the stored data along with its storage location. As a result, data that can be stored in a location specific to a particular application can be backed up without requiring prior notice of the basic file structure.

For example, the user may download and install an application that allows the user to animate a still image. Users can import a photo, use its application to animate the photo, add audio to the animated photo, and the photo will look as if it were brought to life and spoken. Can be done.
Animated photos can be stored by an application in a location local to that application. The backup and restore service provided by some examples can not only restore the application, but also backup and restore the animated photos in addition to the application.

As a further example, the user may download and install the gaming application. The game can track the user's high score, which can be stored in a space local to the application. Some embodiments may provide a high score backup and restore of the user, along with the application itself.

As another example, a user may download and install a magazine application that allows a user to read a magazine on his or her mobile device. Some embodiments provide backup and restore of a user's magazine subscription, bookmarks, and other settings, in addition to the magazine application itself.

Some embodiments further provide backup and restore of mobile wallets. Mobile wallet backup and restore may include backup and restore of mobile wallet applications, mobile wallet content, security element provisioning, authentication, related contact information, and / or similar, thereby restoring. Allows a mobile wallet to be authenticated / issued, provisioned and used. Some such embodiments allow the restoration of near field communication (NFC) capable mobile wallets. As such, the backup and restore service of such an embodiment is otherwise significant by quickly restoring the mobile wallet, eliminating the user's hassle of re-running the labor-intensive certificate issuance and authentication process. It can eliminate labor-intensive processes. In some embodiments, providing mobile wallet re-installation / restoration, mobile wallet certificate issuance and reprovisioning can be automated steps, thereby almost or not behind the scenes on behalf of the user. It is done automatically without any involvement. As another example, mobile wallet restoration can be a user promotion process, which allows the user to provide step-by-step instructions, a phone number or other means of contact that allows the user to contact a customer service representative for assistance, And / or something similar may be provided.

Some embodiments that provide backup and restore of mobile wallets are the steps required by the user to completely reinstall the mobile wallet, and otherwise the mobile wallet for the desired transaction. Eliminates the need to remember individual companies that need to be contacted for full functionality. In this regard, depending on the mobile wallet provider, the mobile operator, mobile wallet provider, financial institution, trusted service manager providing the safety element (eg NFC safety element), and / or other parties will fully implement the mobile wallet function. You may need to be contacted to enable it. Some embodiments reduce the burden on the user by contacting the appropriate entity to facilitate the reprovisioning of device safety elements for restoring the mobile wallet. In this regard, for example, some embodiments track the entity that needs to be contacted to restore the mobile wallet to the appropriate entity automatically, semi-automatically, and / or under user direction. contact.

With reference to FIG. 13, FIG. 13 shows a flow chart according to an example method for providing backup and restore services according to some embodiments. In this regard, FIG. 13 shows operations that can be performed by the mobile device support device 102 and / or the mobile device 104 and / or by the mobile device support device 102 and / or the mobile device 104. The operation shown in FIG. 13 and described with respect to it is, for example,
By one or more of processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, or mobile application controller 320. , With its support, and / or may be performed under its control. Operation 1300 may include holding a backup record of applications and / or other data installed on the mobile device. In some embodiments, operation 1300 may include holding backup records through the execution of a monitoring process that may monitor equipment changes. The monitoring process can be performed at any time, on a regular basis, on an irregular basis, on demand, and / or similarly. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and / or mobile application controller 320 may, for example, operate 1300. May provide a means to carry out. Operation 1310 may include receiving a request to restore the backup record to the mobile device. The request can be to restore the backup record to the mobile device from which the backup record was taken, or to restore the backup record to another mobile device, such as a new device or replacement device. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and / or mobile application controller 320 may, for example, operate 1310. May provide a means to carry out. Operation 1320 may include restoring a backup record in response to a request. In some embodiments, the operation 1320 can be fully automated. As an addition or alternative, in some embodiments, operation 1320 may include providing the user with a guided restore process. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and / or mobile application controller 320 may, for example, operate 1320. May provide a means to carry out.

[Data corruption service]
Some examples of embodiments additionally lock mobile devices, such as lost or stolen mobile devices, mobile devices that are replaced for upgrades, mobile devices that are sold, and / or the like. And / or provides a corruption process that can be triggered by wiping its memory. Data corruption can be performed, for example, by and / or under the control of support service controller 220 and / or mobile application controller 320.

In some embodiments, the mobile device support device 102 may provide a mobile device support portal that may allow a user to trigger a remote destruction of data on his or her mobile device. For example, the user may access the portal via the user terminal 108, or even directly via the mobile device 104 to which the data is wiped. In some embodiments, the mobile device 104 may be synchronized with the portal so that the mobile device support device 102 can cleanly wipe or otherwise destroy the information stored on the device. As an addition or alternative, the mobile device support device 102 may transmit a signal transmission over the network 106 that may trigger the mobile device to perform a disruption process for destroying the data stored on the mobile device.

As an addition or alternative, in some embodiments, the destruction process can be triggered directly via the mobile device 104, such as via user interface 316. In this regard, the user can trigger a destructive process that can be performed directly on the mobile device.

Some embodiments may facilitate data corruption for a lost or stolen device, even if the device cannot be reached via the network 106 by the mobile device support device 102. For example, if the user attempts to remotely destroy the data stored on the mobile device 104 and the device is not in operation or is not receiving a signal, the user will be the next time the device is booted. , If the specified passcode is not provided, you may choose to wipe the data. As such, the destruction process responds to a given number of failures of the user (eg, a potentially malicious user who found or stole the device) to enter the correct passcode during the next device boot. Can be executed.

In some embodiments, the mobile application controller 320 will automatically destroy the data stored on the device in response to a predetermined criterion indicating that the device has been lost or stolen. Can be configured. For example, if a passcode is requested to unlock or boot a mobile device and the wrong passcode is entered a predetermined number of times, the mobile application controller 320 will even say the mobile device support device 102. Alternatively, the data stored on the device can be destroyed without receiving a command from another device via the network 106. As another example, the mobile application controller 320 may be configured to perform a disruption process after a predetermined idle period (eg, a predetermined number of idle times).

The destruction process of some embodiments wipes cleanly the personal information that may be stored on the device (eg, photos, text messages, images, music, contacts, financial account information, and / or similar). , Can be destroyed. Whether the mobile device is in transit for return, repair adjustment, sale, or is hidden or exposed to a third party who can handle the device while in the hands of an unwanted person. Regardless, data can be wiped from any memory partition on a mobile device. The destruction process of some embodiments can make memory chips, secure digital (SD) cards, and / or other storage mechanisms unusable and unrecoverable. In this regard, rather than purging the memory in such a way that the data can still be extracted based on the data residue left in the memory, some embodiments include memory, chips, and so on. Make SD cards and / or similar things completely inaccessible and / or unreadable. For example, some embodiments "shock" or "burn" memory so that no one can extract any data remnants. As a result, users can avoid leaving traces of private data that could later be accessed by unauthorized persons.

[Equipment assessment]
FIG. 15 shows a flow chart by example of a method for providing equipment assessment and repurchase or insurance proposal generation. In this regard, FIG. 15 shows operations that can be performed on and / or by the customer service center device 110, the mobile device support device 102 and / or the mobile device 104.

The operations shown in FIG. 14 and described thereof are, for example, the processing circuit 210, the processor 212, the memory 214, the communication interface 218, the support service controller 220, the processing circuit 310, the processor 312, the memory 314, the user interface 316, and the communication interface 318. , Or by one or more of the mobile application controllers 320, with its assistance and / or under its control.

Operation 1500 may include receiving device state data from the mobile device. The state data may include, for example, any type of state data described above. According to the embodiment, the state data may include, as additional or alternative, solution implementation result information as described above. Action 1510 may include determining one or more potential, eg, predicted or present, failures associated with a mobile device, based on at least a portion of the received state data. One or more failures may be determined according to any of the processes, operations, or the like described above. Operation 1520 may include determining one or more possible solutions to one or more potential failures based on at least one or more potential failures, as described above. The operation 1530 may include determining the probability of resolving at least one obstacle based on at least a portion of the solution implementation result information. Such probabilistic information may be determined according to, for example, any of the processes, actions, or the like described above. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320 may, for example, operate 1500, 1510, 1520. , And 1530 may be provided.

Operation 1540 may include determining the current value of the mobile device. According to an embodiment, the determination may be at least in part based on the potential obstacles determined in operation 1510. According to an embodiment, the value is information about the manufacturer and / or model of the mobile device, years of use of the mobile device, and / or other mobile device state data that may be useful in determining the value of the mobile device. It may be based, at least in part, on the received mobile device status data, such as. According to a further embodiment, the current value can be determined at least in part based on the probabilistic information. For example, the judgment may be based at least in part on the probability that at least one potential obstacle will be successfully resolved in response to the implementation of one or more solutions, and such probability information will be the solution implementation, as described above. Judgment is based on at least some of the information received regarding the results. Thus, the current value of the equipment is not (at least significantly) reduced by obstacles that are relatively likely to be modified through the application of routine solutions, for example. On the other hand, obstacles that are unlikely to be resolved can adversely affect the value of the equipment. According to the embodiment, the value determined in operation 1540 may include an insurance value. According to a further embodiment, the operation 1540 may include two steps instead of one. For example, the first step in determining whether a mobile device is eligible for assessment can precede the determination of the value of the mobile device. Eligibility is, for example, received device state data, one or more determined failures, one or more determined solutions, and / or, as mentioned above, the probability that the implementation of a solution will fix the failure. It can be judged based on probability information such as. As a specific example, a device that is seriously compromised, such as a severely damaged display, a device that has been seriously compromised through "rooting" or the like, or a device that has been water-damaged. It may be judged not to be eligible for assessment. If the device is determined to be ineligible for assessment, the assessment step may not be performed, while if the device is determined to be eligible, an assessment step may be performed. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1540. Means can be provided.

Actions 1545 and 1550, respectively, may include determining whether to generate an insurance offer, eg, an insurance quote for a mobile device, and a repurchase offer, eg, a offer to buy a mobile device. With respect to operation 1550, the current value can be used in deciding whether to generate a offer to buy a mobile device. According to a further embodiment, both the current value and the above-mentioned probability information, eg, the probability of resolving at least one potential obstacle, are used to determine whether to generate a proposal to buy a mobile device. Can be done. For example, the repurchase score can be determined based on at least part of the current value and the probability information described above, and this repurchase score can then be compared to the threshold, which allows the proposal to buy the mobile device to satisfy the threshold. Will only be generated if

With respect to operation 1545, whether a mobile device is eligible for inclusion in one or more insurance policies can be determined based, at least in part, on information about potential obstacles and / or current value. Therefore, if the mobile device is determined to be truly eligible for one or more insurance policies (eg, satisfying a sufficient insurance period based on the device status data or information derived from the device status data). Proposals for compensation for the equipment's subject loss, eg, insurance quotes, may be generated and presented to the user.

According to a further embodiment, both the current value and the above-mentioned probability information, eg, the probability of resolving at least one potential failure, generate an insurance quote for insurance against the loss covered by the device. Can be used to determine if. For example, the insurability score can be determined based on at least some of the current value and probability information described above, and this insurability score can then be compared to a threshold, which allows the estimate to satisfy the threshold. Will only be generated if The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320 perform, for example, operations 1545 and 1550. Can provide a means to do so.

Action 1560 may include generating a proposal. As mentioned above, a proposal may include a proposal to buy a mobile device, eg, a dollar value with an appropriate time period (eg, the proposal lasts 24 hours, etc.). According to another embodiment, the proposal may include an insurance quote for a particular insurance policy. The processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and / or mobile application controller 320, for example, to perform operation 1560. Means can be provided.

[Conclusion]
Each of FIGS. 12 to 15 shows a flow chart of a system, method, and computer program product according to some examples of embodiments. Each block of the flow chart, and the combination of blocks in the flow chart, may vary, such as hardware and / or computer program products, including one or more computer-readable media on which computer-readable program instructions are stored. It will be understood that it can be implemented by any means. For example, one or more of the procedures described herein can be performed by computer program instructions in a computer program product. In this regard, computer program products (s) that perform the procedures described herein store instructions that can be executed by a processor in a computing device (eg, by a processor 212 and / or processor 312). It may include one or more memory devices of the ing device (eg, memory 214 and / or memory 314). In some embodiments, the computer program instructions of the computer program product (s) that perform the above procedure may be stored by the memory devices of the plurality of computing devices. As will be appreciated, any such computer program product will be loaded onto a computer or other programmable device (eg, mobile device support device 102, mobile device 104 and / or other device) to generate a machine. It may allow a computer program product, including instructions to be executed on a computer or other programmable device, to create a means for performing a function specified in a block of flow diagrams (s). In addition, a computer program product may store one or more computer program instructions on which one or more computer-readable memory directs the computer or other programmable device to function in a particular way. The computer program product may include a product that implements the function specified by the block (s) of the flow diagram. Computer program instructions in one or more computer program products generate a computer implementation process so that instructions executed on a computer or other programmable device implement the functionality specified in the block (s) of the flow diagram. In order to perform a series of operations on a computer or other programmable device, it may also be loaded on the computer or other programmable device (eg, mobile device 104 and / or other device).

As a result, the flow chart blocks support a combination of means for performing the specified function and a combination of actions for performing the specified function. It is also understood that one or more blocks of a flow chart, as well as a combination of blocks in a flow chart, can be implemented by a dedicated hardware-based computer system performing a specified function, or a combination of dedicated hardware and computer instructions. There will be.

Accordingly, embodiments of the present invention provide a significant technical contribution to prior art and, in particular, solve technical problems, i.e., accurate and intuitive obstacles associated with mobile devices. It will be understood by those skilled in the art how to analyze and solve in a specific way. Moreover, the embodiments provide additional technical advantages, such as improving equipment performance, reliability, and stability by providing intuitive tools for resolving potential equipment failures. Can be done.

Many modifications and other embodiments of the invention described herein benefit from the techniques presented in the aforementioned description and related figures, as those skilled in the art relating to these inventions come to mind. There will be. Therefore, it is understood that the present invention is not limited to the particular embodiments disclosed, and that modifications and other embodiments are intended to be included within the appended claims. Further, the above description and related figures illustrate embodiments in the context of some combination examples of elements and / or functions, but different combinations of elements and / or functions deviate from the scope of the appended claims. It should be understood that without it, it can be provided by alternative embodiments. In this regard, for example, combinations of elements and / or functions different from those explicitly described above are also considered as may be specified in some of the accompanying claims. Although specific terms are used herein, they are used only in a general and descriptive sense, not for limiting purposes.

A diagram illustrating a system for providing a mobile device support service according to some example embodiments. Diagram showing a block diagram of a mobile device support device according to some examples of embodiments. A diagram showing a block diagram of a mobile device according to some examples of embodiments. Diagram showing an example of a diagnostic alert interface that may be provided according to some example embodiments. Diagram showing examples of diagnostic and solution user interfaces that may be provided according to some example embodiments. The figure which shows the example of the user interface for allowing a user to access a device support service according to some examples of embodiments. Diagram showing an example user interface for a mobile device support portal provided according to some example embodiments Diagram showing an example user interface for a mobile device support portal provided according to some example embodiments Diagram showing an example user interface for a mobile device support portal provided according to some example embodiments Diagram showing an example user interface for a mobile device support portal provided according to some example embodiments Flow chart with example methods for providing mobile device support services according to some example embodiments Flow chart by example of method for performing device diagnosis according to some examples of embodiments Flow chart with example methods for providing backup and restore services according to some example embodiments Flow chart with example methods for providing support sessions according to some example embodiments Flowchart by example method for providing equipment assessment and repurchase or insurance proposal generation according to some example embodiments.

The operations shown in FIG. 15 and described with respect thereof are, for example, the processing circuit 210, the processor 212, the memory 214, the communication interface 218, the support service controller 220, the processing circuit 310, the processor 312, the memory 314, the user interface 316, and the communication interface 318. , Or by one or more of the mobile application controllers 320, with its assistance and / or under its control.

Claims (145)

Receiving device status data from mobile devices and
Determining whether to escalate to a support session assisted by a customer service representative,
If the decision to escalate results in the support session, determine which customer service representative to assign to the support session, at least in part, based on information about multiple customer support personnel. When,
Assigning the specific customer service representative to the support session and
A method comprising providing a record of the received device status data to the assigned customer service representative. The method of claim 1, wherein determining whether to escalate to the support session assisted by the customer service representative is at least in part based on the received device status data. The method according to claim 1, further comprising making a judgment based on at least a part of the received device state data and the degree of user sophistication. The method of claim 3, wherein determining whether to escalate to the support session assisted by the customer service representative is at least in part based on the degree of user sophistication. The method of claim 3, wherein determining the particular customer service representative is at least in part based on the degree of user sophistication. The method of claim 3, further comprising having the particular customer support officer provide the index of user sophistication. The method of claim 1, wherein the device state data comprises information about one or more operations performed by the user of the mobile device prior to the start of the support session. The method of claim 7, wherein the information about one or more actions performed by the user of the mobile device includes information about support information accessed by the user. 8. The method of claim 8, wherein the information about the support information accessed by the user comprises one or more indicators of the user's satisfaction with the accessed support information. The method of claim 1, wherein the information about one or more actions performed by the user of the mobile device comprises an index of one or more corrective actions performed by the user. 10. The method of claim 10, wherein the one or more corrective actions taken by the user include using one or more self-help tools. 10. The method of claim 10, wherein the corrective action performed by the user comprises one or more actions performed according to the supported support information accessed. The method of claim 1, wherein the information about the plurality of customer service personnel comprises at least one of a language spoken, a number of failure resolutions, a failure resolution success rate, or customer feedback. The method of claim 1, wherein determining the particular customer service representative comprises associating the received device state data with the information about the plurality of customer support personnel. Further including determining one or more potential failures associated with the mobile device based on at least a portion of the received device state data.
The information about the plurality of customer service personnel includes a respective indicator of the customer service personnel's experience in resolving the one or more potential obstacles.
The method according to claim 1. The method of claim 1, wherein the information about the plurality of customer service personnel includes an indicator of each of the customer service personnel's experience in resolving failures arising from a particular equipment configuration. The method of claim 1, wherein determining whether to escalate to a support session assisted by a customer service representative comprises determining whether an escalation request has been received. 17. The method of claim 17, wherein the received escalation request is generated in response to a user selection of escalation options. 18. The method of claim 18, wherein the escalation options are presented via a support portal. 18. The method of claim 18, wherein the escalation options are presented via the mobile device. A device comprising at least one processor and at least one memory having program code instructions implemented therein, wherein the at least one memory and program code instructions are the at least one processor in the device. , At least receiving device status data from mobile devices,
Determining whether to escalate to a support session assisted by a customer service representative,
If it is determined that escalation will occur, starting a support session with the mobile device and
Determining a particular customer service representative to assign to the support session based on at least some information about multiple customer support personnel.
Assigning the specific customer service representative to the support session and
It is configured to instruct the assigned customer service representative to provide a record of the received device status data.
Device. 21. The device is instructed to determine whether to escalate to the support session assisted by the customer service representative, at least in part based on the received device state data. Device. 21. The device of claim 21, wherein the device is further instructed to make a determination based on at least a portion of the received device state data and the degree of user sophistication. 23. The device of claim 23, wherein the device is instructed to determine whether to escalate to the support session assisted by the customer service representative, at least in part based on the degree of user sophistication. 23. The device of claim 23, wherein the device is instructed to determine the particular customer service representative based on at least a further degree of user sophistication. 23. The device of claim 23, wherein the device is further instructed to provide the particular customer support representative with an indicator of the degree of user sophistication. 21. The device of claim 21, wherein the device state data includes information about one or more operations performed by the user of the mobile device prior to the start of the support session. 27. The device of claim 27, wherein the information about one or more operations performed by the user of the mobile device includes information about support information accessed by the user. 28. The apparatus of claim 28, wherein the information about the support information accessed by the user comprises one or more indicators of the user's satisfaction with the accessed support information. 27. The device of claim 27, wherein the information about one or more actions performed by the user of the mobile device includes indicators of one or more corrective actions performed by the user. 30. The apparatus of claim 30, wherein the one or more corrective actions taken by the user include using one or more self-help tools. 30. The apparatus of claim 30, wherein the corrective action performed by the user comprises one or more actions performed in accordance with the supported support information accessed. 21. The device of claim 21, wherein the information about the plurality of customer service personnel comprises at least one of a language spoken, a number of failure resolutions, a failure resolution success rate, or customer feedback. 21. The device is instructed to determine the particular customer service representative, at least by associating the received device state data with the information about the plurality of customer support personnel. The device described. The device is further instructed to determine one or more potential failures associated with the mobile device based on at least a portion of the received device status data.
The information about the plurality of customer service personnel includes a respective indicator of the customer service personnel's experience in resolving the one or more potential obstacles.
The device according to claim 21. 21. The apparatus of claim 21, wherein the information about the plurality of customer service personnel includes an indicator of each of the customer service personnel's experience in resolving failures arising from a particular equipment configuration. 21. The device of claim 21, wherein said device is instructed to determine whether to escalate to a support session assisted by a customer service representative by determining whether an escalation request has been received. 37. The device of claim 37, wherein the received escalation request is generated in response to a user selection of escalation options. 38. The device of claim 38, wherein the escalation options are presented via a support portal. 38. The device of claim 38, wherein the escalation options are presented via the mobile device. A computer program product that includes a persistent computer-readable storage medium in which the program code portion is stored, and the program code portion is at least stored in the device at the time of execution.
Receiving device status data from mobile devices and
Determining whether to escalate to a support session assisted by a customer service representative,
If it is determined that escalation will occur, starting a support session with the mobile device and
Determining a particular customer service representative to assign to the support session based on at least some information about multiple customer support personnel.
Assigning the specific customer service representative to the support session and
It is configured to instruct the assigned customer service representative to provide a record of the received device status data.
Computer program product. 41. The 41. Computer program product. The computer program product according to claim 41, wherein the device is further instructed to make a determination based on at least a portion of the received device state data and the degree of user sophistication. 43. The computer program of claim 43, wherein the device is instructed to determine whether to escalate to the support session assisted by the customer service representative, at least in part based on the degree of user sophistication. product. The computer program product of claim 43, wherein the device is instructed to determine the particular customer service representative based on at least a further degree of user sophistication. The computer program product of claim 43, wherein the device is further instructed to provide the particular customer support representative with an indicator of the degree of user sophistication. 41. The computer program product of claim 41, wherein the device state data comprises information about one or more operations performed by the user of the mobile device prior to the start of the support session. 47. The computer program product of claim 47, wherein the information about one or more actions performed by the user of the mobile device includes information about support information accessed by the user. The computer program product of claim 48, wherein the information about the support information accessed by the user comprises one or more indicators of the user's satisfaction with the accessed support information. 47. The computer program product of claim 47, wherein the information about one or more actions performed by said user of the mobile device includes indicators of one or more corrective actions performed by said user. The computer program product of claim 50, wherein the one or more corrective actions taken by the user include using one or more self-help tools. The computer program product of claim 50, wherein the corrective action performed by the user comprises one or more actions performed in accordance with the supported support information accessed. 41. The computer program product of claim 41, wherein the information about the plurality of customer service personnel comprises at least one of a language spoken, a number of failure resolutions, a failure resolution success rate, or customer feedback. 41. The device is instructed to determine the particular customer service representative, at least by associating the received device state data with the information about the plurality of customer support personnel. Described computer program products. The device is further instructed to determine one or more potential failures associated with the mobile device based on at least a portion of the received device state data.
The information about the plurality of customer service personnel includes a respective indicator of the customer service personnel's experience in resolving the one or more potential obstacles.
The computer program product according to claim 41. 41. The computer program product of claim 41, wherein the information about the plurality of customer service personnel includes an indicator of each of the customer service personnel's experience in resolving failures arising from a particular equipment configuration. 41. The computer program of claim 41, wherein the device is instructed to determine whether to escalate to a support session assisted by a customer service representative by determining whether an escalation request has been received. product. 58. The computer program product of claim 57, wherein the received escalation request is generated in response to a user selection of escalation options. The computer program product of claim 58, wherein the escalation options are presented via a support portal. The computer program product of claim 58, wherein the escalation options are presented via the mobile device. A mobile device comprising at least one first processor and at least one first memory having a first program code instruction implemented therein, said at least one first memory and first. The program code instruction of the above is to collect at least the device state data to the mobile device by the at least one first processor.
A mobile device that is configured to instruct to transmit the device status data.
A customer service center device comprising at least one second processor and at least one second memory having a second program code instruction implemented therein, said at least one second memory and The second program code instruction is to receive at least the device state data from the mobile device to the customer service center device by the at least one second processor.
Determining whether to escalate to a support session assisted by a customer service representative,
If it is determined that escalation will occur, starting a support session with the mobile device and
Determining a particular customer service representative to assign to the support session based on at least some information about multiple customer support personnel.
Assigning the specific customer service representative to the support session and
A system comprising a customer service center apparatus configured to provide the assigned customer service personnel with a record of previously received status information. 61. The customer service center apparatus is instructed to determine whether to escalate to the support session assisted by the customer service representative, at least in part based on the received device state data. The system described in. 16. The system of claim 61, wherein the customer service center device is further instructed to make a determination based on at least a portion of the received device state data, user sophistication. 63. The customer service center apparatus is instructed to determine whether to escalate to the support session assisted by the customer service representative, at least in part based on the degree of user sophistication. System. 63. The system of claim 63, wherein the customer service center device is instructed to determine the particular customer service representative based on at least a further degree of user sophistication.
63. The system of claim 63, wherein the customer service center device is further instructed to provide the particular customer support representative with an indicator of the degree of user sophistication. 16. The system of claim 61, wherein the device state data includes information about one or more operations performed by the user of the mobile device prior to the start of the support session. The system of claim 66, wherein said information about one or more actions performed by said user of the mobile device includes information about support information accessed by said user. 67. The system of claim 67, wherein the information about the support information accessed by the user comprises one or more indicators of the user's satisfaction with the accessed support information. The system of claim 66, wherein the information about one or more actions performed by said user of the mobile device includes indicators of one or more corrective actions performed by said user. 69. The system of claim 69, wherein the one or more corrective actions taken by the user include using one or more self-help tools. 22. The system of claim 69, wherein the corrective action performed by the user comprises one or more actions performed in accordance with the supported support information accessed. The system of claim 61, wherein the information about the plurality of customer service personnel comprises at least one of a language spoken, a number of failure resolutions, a failure resolution success rate, or customer feedback. The customer service center device is instructed to determine the particular customer service representative, at least by associating the received device state data with the information about the plurality of customer support personnel. Item 61. The customer service center device is further instructed to determine one or more potential failures associated with the mobile device based on at least a portion of the received device status data.
The information about the plurality of customer service personnel includes a respective indicator of the customer service personnel's experience in resolving the one or more potential obstacles.
The system according to claim 61. 16. The system of claim 61, wherein the information about the plurality of customer service personnel includes an indicator of each of the customer service personnel's experience in resolving failures arising from a particular equipment configuration. 61. The customer service center apparatus is instructed to determine whether to escalate to a support session assisted by a customer service representative by determining whether an escalation request has been received. System. The system of claim 76, wherein the received escalation request is generated in response to a user selection of escalation options. The system of claim 77, wherein the escalation options are presented via a support portal. The system of claim 77, wherein the escalation options are presented via the mobile device. Receiving mobile device status data from mobile devices
Determining one or more potential failures associated with a mobile device based on at least a portion of the mobile device status data.
Starting a support session with the mobile device and
A method comprising displaying the mobile device state data and information about the one or more potential failures through a graphical user interface associated with a support portal. The information regarding the one or more potential failures further comprises determining one or more solutions to the potential failure based on at least a portion of the one or more potential failures. 80. The method of claim 80, comprising said one or more solutions to said potential failure. The method of claim 80, wherein the information about the mobile device state data includes information about one or more applications installed on the mobile device. 80. The method of claim 80, wherein the graphical user interface is a first graphical user interface that is displayed via a user terminal accessible by a customer service representative. 83. The method of claim 83, further comprising having a representation of the current display of the mobile device presented via the first graphical user interface. 80. The method of claim 80, wherein the graphical user interface is a second graphical user interface that is displayed via the mobile device. The support session further comprises displaying options for escalating to a support session assisted by a customer service representative via the second graphical user interface, the support session responding to receipt of the choice of choice. The method of claim 85, which is initiated. 80. The method of claim 80, further comprising having one or more options for performing remote diagnostics on the mobile device presented via the graphical user interface associated with the support portal. 80. The method of claim 80, wherein the information about the mobile device state data includes information about one or more actions performed by the user of the mobile device before the support session is started. 88. The method of claim 88, wherein the information about one or more actions performed by the user includes information about support information accessed by the user. The method of claim 89, wherein the information about the support information accessed by the user comprises one or more indicators of the user's satisfaction with the accessed support information. 88. The method of claim 88, wherein the information about one or more actions performed by the user of the mobile device comprises one or more corrective actions performed by the user. 91. The method of claim 91, wherein the one or more corrective actions taken by the user include using one or more self-help tools. The method of claim 91, wherein the corrective action performed by the user comprises one or more actions performed according to the support content accessed by the user. A device comprising at least one processor and at least one memory having program code instructions implemented therein, wherein the at least one memory and program code instructions are the at least one processor in the device. , At least receiving mobile device status data from the mobile device,
Determining one or more potential failures associated with a mobile device based on at least a portion of the mobile device status data.
Starting a support session with the mobile device and
It is configured to direct the display of the mobile device state data and information about the one or more potential failures through a graphical user interface associated with the support portal.
Device. The device is further instructed to determine one or more solutions to the potential failure based on at least a portion of the potential failure, and further, the one or more potential. 94. The device of claim 94, wherein the information about the failure comprises the one or more solutions to the potential failure. The device of claim 94, wherein the information about the mobile device state data includes information about one or more applications installed on the mobile device. The device of claim 94, wherein the graphical user interface is a first graphical user interface that is displayed via a user terminal accessible by a customer service representative. 97. The device of claim 97, wherein the device is further instructed to present a representation of the current display of the mobile device via the first graphical user interface. The device of claim 94, wherein the graphical user interface is a second user interface that is displayed via the mobile device. The device is further instructed to display options for escalating to a support session assisted by a customer service representative via the second graphical user interface, and the support session is selected for the option. The device of claim 99, which is initiated in response to reception. 94. The device is further instructed to present one or more options for performing remote diagnostics on the mobile device via the graphical user interface associated with the support portal. The device described in. The device of claim 94, wherein the information about the mobile device state data includes information about one or more operations performed by the user of the mobile device prior to the start of the support session. 10. The device of claim 102, wherein the information about one or more operations performed by the user of the mobile device includes information about support information accessed by the user. 10. The apparatus of claim 103, wherein the information about the support information accessed by the user comprises one or more indicators of the user's satisfaction with the accessed support information. 10. The device of claim 102, wherein the information about one or more actions performed by the user of the mobile device comprises one or more corrective actions performed by the user. 10. The apparatus of claim 105, wherein the one or more corrective actions taken by the user include using one or more self-help tools. 10. The apparatus of claim 105, wherein the corrective action performed by the user comprises one or more actions performed according to the support content accessed by the user. A computer program product that includes a persistent computer-readable storage medium in which the program code portion is stored, and the program code portion is at least stored in the device at the time of execution.
Receiving mobile device status data from mobile devices
Determining one or more potential failures associated with a mobile device based on at least a portion of the mobile device status data.
Starting a support session with the mobile device and
It is configured to direct the display of the mobile device state data and information about the one or more potential failures through a graphical user interface associated with the support portal.
Computer program product. The device is further instructed to determine one or more solutions to the potential failure based on at least a portion of the potential failure, and further, the one or more potential. 108. The computer program product of claim 108, wherein the information about the failure comprises the one or more solutions to the potential failure. The computer program product of claim 108, wherein the information about the mobile device state data includes information about one or more applications installed on the mobile device. The computer program product according to claim 108, wherein the graphical user interface is a first graphical user interface that is displayed via a user terminal accessible by a customer service representative. The computer program product of claim 111, wherein the device is further instructed to present a representation of the current display of the mobile device via the first graphical user interface. The computer program product of claim 108, wherein the graphical user interface is a second user interface that is displayed via the mobile device. The device is further instructed to display options for escalating to a support session assisted by a customer service representative via the second graphical user interface, and the support session is selected for the option. The computer program product of claim 113, which is initiated in response to reception. The device is further instructed to present one or more options for performing remote diagnostics on the mobile device via the graphical user interface associated with the support portal, claim 108. Computer program products listed in. The computer program product of claim 108, wherein the information about the mobile device state data includes information about one or more operations performed by the user of the mobile device prior to the start of the support session. The computer program product of claim 116, wherein the information about one or more operations performed by the user of the mobile device includes information about support information accessed by the user. The computer program product of claim 117, wherein the information about the support information accessed by the user comprises one or more indicators of the user's satisfaction with the accessed support information. The computer program product of claim 117, wherein the information about one or more actions performed by said user of the mobile device comprises one or more corrective actions performed by said user. 119. The computer program product of claim 119, wherein the one or more corrective actions taken by the user include using one or more self-help tools. 119. The computer program product of claim 119, wherein the corrective action performed by the user comprises one or more actions performed in accordance with the support content accessed by the user. Receiving mobile device status data from mobile devices
Determining one or more potential failures associated with a mobile device based on at least a portion of the mobile device status data.
A method comprising determining the current value of the mobile device based at least in part on the one or more potential obstacles. The mobile device state data includes solution implementation result information, and the method
Determining one or more possible solutions to the one or more failures based at least in part on the one or more potential failures associated with the mobile device.
The method of claim 122, further comprising determining the probability of resolving at least one of the obstacles based on at least a portion of the solution implementation result information. The method of claim 123, wherein said determination of the current value is further based on said probability of resolving at least one of the obstacles. 23. The method of claim 123, further comprising determining a repurchase score for the mobile device based at least in part on the current value and the probability of resolving at least one obstacle. 125. The method of claim 125, further comprising determining if the repurchase score satisfies the threshold and, if the repurchase score satisfies the threshold, generate a proposal to buy the mobile device. The method of claim 122, wherein the current value includes the current insurance value. Claim 122 further comprises determining whether the mobile device is eligible for inclusion in a particular insurance policy, at least in part based on the one or more potential obstacles associated with the mobile device. The method described in. The step of determining the current value of the mobile device determines whether the mobile device is eligible for assessment, and if the mobile device is determined to be eligible for assessment, the mobile. The method of claim 122, comprising determining said current value of the device. A device comprising at least one processor and at least one memory having program code instructions implemented therein, wherein the at least one memory and program code instructions are the at least one processor in the device. , At least receiving mobile device status data from the mobile device,
Determining one or more potential failures associated with a mobile device based on at least a portion of the mobile device status data.
It is configured to direct the determination of the current value of the mobile device based on at least a portion of the potential failure of the one or more.
Device. The mobile device state data includes solution implementation result information, and the device is
Determining one or more possible solutions to the one or more failures based at least in part on the one or more potential failures associated with the mobile device.
It is further instructed to determine the probability of resolving at least one of the obstacles based on at least a portion of the solution implementation result information.
The device according to claim 130. 13. The device of claim 131, wherein the device is instructed to determine the current value further based on the probability of resolving at least one of the obstacles. 13. The device of claim 131, further comprising determining a repurchase score for the mobile device based at least in part on the current value and the probability of resolving at least one obstacle. The device is further instructed to determine if the repurchase score satisfies the threshold and, if the repurchase score satisfies the threshold, generate a proposal to buy the mobile device. The device described in. The device of claim 130, wherein the current value includes the current insurance value. The device is further instructed to determine whether the mobile device is eligible for inclusion in a particular insurance policy, at least in part based on the one or more potential failures associated with the mobile device. The device according to claim 130. The device determines the current value of the mobile device to determine whether the mobile device is eligible for assessment, and if the mobile device is determined to be eligible for assessment, the mobile device. The device according to claim 130, which is instructed to determine by determining the current value of. A computer program product that includes a persistent computer-readable storage medium in which the program code portion is stored, and the program code portion is at least stored in the device at the time of execution.
Receiving mobile device status data from mobile devices
Determining one or more potential failures associated with a mobile device based on at least a portion of the mobile device status data.
It is configured to direct the determination of the current value of the mobile device based on at least a portion of the potential failure of the one or more.
Computer program product. The mobile device state data includes solution implementation result information, and the device is
Determining one or more possible solutions to the one or more failures based at least in part on the one or more potential failures associated with the mobile device.
It is further instructed to determine the probability of resolving at least one of the obstacles based on at least a portion of the solution implementation result information.
The computer program product according to claim 138. 139. The computer program product of claim 139, wherein the device is instructed to determine the current value further based on the probability of resolving at least one of the obstacles. 139. The computer program product of claim 139, further comprising determining a repurchase score for the mobile device based at least in part on the current value and the probability of resolving at least one obstacle. 14. The device is further instructed to determine if the repurchase score satisfies the threshold and, if the repurchase score satisfies the threshold, generate a proposal to buy the mobile device. Computer program products listed in. The computer program product of claim 138, wherein the current value includes the current insurance value. Further instructed that the device determines whether the mobile device is eligible for inclusion in a particular insurance policy, at least in part based on the one or more potential failures associated with the mobile device. The computer program product according to claim 138. The device determines the current value of the mobile device to determine whether the mobile device is eligible for assessment, and if the mobile device is determined to be eligible for assessment, the mobile device. 138, the computer program product of claim 138, which is instructed to determine by determining the current value of.

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